Service Desk Engineer

About the role

As a Service Desk Engineer at Bamboohr, you will play a crucial role in ensuring that our IT services run smoothly and efficiently. You will be the first point of contact for technical support, assisting users with a variety of IT-related issues. This position requires a blend of technical expertise and excellent communication skills to provide top-notch support to our clients and internal teams. Your contributions will help maintain high levels of customer satisfaction and operational efficiency.

Key facts

What you'll do

• Serve as the primary contact for all IT-related inquiries, providing timely and effective support to users via phone, email, and in-person interactions.
• Diagnose and troubleshoot hardware and software issues, ensuring minimal disruption to business operations.
• Manage and prioritize incoming support requests through our ticketing system, ensuring that all issues are logged, tracked, and resolved efficiently.
• Collaborate with other IT team members to escalate complex issues and implement solutions that enhance system performance.
• Conduct regular maintenance and updates on IT systems, ensuring that all software and hardware are up-to-date and functioning optimally.
• Provide training and guidance to users on new technologies and software applications, helping to improve their overall IT literacy.
• Document all support processes and solutions in a knowledge base to facilitate future troubleshooting and training efforts.
• Monitor system performance and user feedback to identify areas for improvement and recommend enhancements to existing IT services.
• Assist in the setup and configuration of new hardware and software, ensuring a seamless onboarding experience for new employees.
• Participate in IT projects and initiatives, contributing your technical expertise to help drive successful outcomes.
• Maintain an inventory of IT assets, ensuring that all equipment is accounted for and properly maintained.
• Stay current with industry trends and emerging technologies to continually improve your skills and the services provided by the IT team.

Requirements

• Proven experience in a technical support role or similar position, ideally within a corporate environment.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Proficiency in troubleshooting common operating systems, including Windows and macOS, as well as various software applications.
• Familiarity with networking concepts and protocols, including TCP/IP, DNS, and DHCP.
• Excellent problem-solving skills with a keen attention to detail.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• A customer-focused mindset, with a commitment to providing exceptional service.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus but not mandatory.

Nice to have

• Experience with remote support tools and ticketing systems, such as ServiceNow or Jira.
• Knowledge of cybersecurity best practices and data protection regulations.
• Familiarity with cloud services and platforms, such as Microsoft Azure or AWS.
• Previous experience in a Service Desk or Help Desk environment.
• Understanding of IT asset management principles and practices.

Skills & tools

• Proficient in using Microsoft Office Suite and other productivity tools.
• Experience with Active Directory for user account management.
• Familiarity with remote desktop applications and support tools.
• Basic knowledge of scripting languages (e.g., PowerShell, Bash) for automation tasks.
• Strong organizational skills to manage multiple tasks and priorities effectively.

Practical notes

• This position is based in Camberley, Surrey, and may require occasional travel to other company locations.
• The role may involve some out-of-hours support during critical incidents or system upgrades.
• A background check may be required as part of the hiring process.
• Candidates must be eligible to work in the UK; visa sponsorship is available for qualified applicants.

Join Bamboohr as a Service Desk Engineer and become an integral part of our dedicated IT team, where your skills will directly contribute to the success of our organization. If you are passionate about technology and enjoy helping others, we encourage you to apply and be part of our innovative journey.