Desktop Engineer - #963138

Desktop Shift Engineer
Hours: Monday to Friday 2PM-10:30 PM (UK time)
Overall purpose of the job:
Acting as a representative of Exponential-e and provide a world class level of customer service.
Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
Provide 1st and 2nd Line remote support to Exponential-E Customers in the UK or Overseas
Working in a team of Engineers on a shift rotation
Troubleshooting and hardware, Operating system, and application issues over the phone
Able to communicate professionally in both verbal and written form.
Key responsibilities for this job:
Acting as first point of contact for Exponential-e Managed Services End User team
Answering Desktop support calls and responding to inbound customer tickets.
Respond and attempt to resolve support calls as agreed within Service Level Agreements.
Triage and troubleshoot issues and follow the internal escalation process where required.
Maintain excellent verbal and written communication with the ability to communicate effectively with technical and non-technical customer at all levels.
To be a highly motivated team player with the skills and ability to manage changing priorities.
Setup/Configure/Maintain/Administer desktop computers and peripherals.
Remote troubleshooting of networking devices
Perform general preventative maintenance tasks on end user devices and peripherals.
Access Management and Maintenance through Active Directory and M365 (Account Provision, Account Revocation, Password resets).
Manage and maintain antivirus protection across our customer base.
Knowledge and experience required:
Minimum 4 year experience in managing/troubleshooting Windows Desktop Operating Systems & Apple Operating Systems
Proven track record for troubleshooting and administering M365
Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop technologies.
Previous experience as an end user support engineer for a busy service desk
Experience in using ITIL based ticketing system and Change management (ITIL foundation preferred)
Experience of Provisioning desktop, laptops, tablets, mobile devices, and printers.
An analytical mind and strong problem-solving ability
Troubleshooting experience with Virtual Desktops Citrix or Azure VDI preferable
Ability to carry out Message tracking, filtering, and managing policies.
General maintenance tasks to protect end user devices using Antivirus tools.
Desired skills in Microsoft System Centre, Intune, 365, PowerShell Team Calling and SharePoint.
Desired skill with Intune Deployment and packaging of products
Experience in Remote Support, troubleshooting and investigating home user setups.
Knowledge of Basic Networking (Lan, Wan, DHCP, VPN, DNS, MFA)
Microsoft certified required or similar qualification.
Experienced support of international customer based in UK, US, or Australia.
Required Experience in a Customer Service Role