Service Desk Engineer

About the Team (TechConnect) 

TechConnect IT Solutions is an AWS Advanced Consulting Partner. TechConnect simplifies your complex and raw data problems, transforming them into actionable insights that help drive ongoing success for your organisation.  

With deep data science expertise in databases, analytics, machine learning, and gaming, TechConnect provides architectural solutions and services to our clients to ensure a cost optimised architecture that delivers highly available, scalable, and secure cloud architectures.  

About the role  

TechConnect are seeking an ideal team player who is Smart, Hungry and Humble. You will be responsible for supporting all aspects of the IT systems and services. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development. You will be well-organised, work exceptionally well with different people (in different locations and time zones).  

Key Responsibilities  

• Provide first point of contact or an escalation point across all support tickets. 

• Escalate at the appropriate time any difficult issues to level 3  

• Installing and configuring computer hardware operating systems and applications.  

• Managing corporate hardware configuration and security compliance through Mobile Device Management (Intune). 

• Answer phone/email/tickets in a professional and timely manner. 

• Assisting clients or staff through a series of actions, either face to face; email or over  

the telephone to help set up systems or resolve issues. 

• Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required. 

• Office 365 support (Exchange Online, SharePoint, MS Teams, OneDrive) 

• Office 365 and Azure Licensing (Office 365 License management and Azure subscription management) 

• Log all incidents and service requests in our designated Helpdesk system. 

• Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency. 

• Ensure system and data security is maintained at a high standard, ensuring the integrity of the TechConnect network is not compromised. 

• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner. 

• Monitor performance of TechConnect systems, ensuring issues are appropriately escalated and resolved. 

• Provide technical assistance to project teams and undertake technical project roles when required, supporting the roll-out of new applications and solutions.  

• Provide technical assistance to project teams and undertake technical project roles when required, supporting the roll-out of new applications and solutions.  

• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.  

• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.  

Skills and Experience  

• A Team Player 

• Display confidence when dealing with people, with well-developed written and verbal communication skills.  

• Communicate well with staff and suppliers, exhibiting excellent listening skills.  

• Demonstrate high standards of professional behaviour when dealing with suppliers, staff and clients.  

• Ability to investigate issues and requirements and identify and prioritise appropriate solutions.  

• Ability to adapt and adjust to changing processes, constantly seeking process Improvement  

• Ability to maintain detailed and accurate records.  

• Offer assistance to other employees in use of various technologies.  

• Ability to build professional relationships with key stakeholders and staff.  

• Demonstrated interest in technology.  

• Relevant IT/industry experience and/or qualifications/experience in the following areas: Microsoft O365 / Azure / AWS. 

• Atlassian product suite experience desirable. 

• Demonstrated understanding of IT Management.  

• Ability to work flexible hours when required.  

Training Path 

Part of the role is to stay current with technology and ensure the relevant certification are maintained to help keep the Company’s accreditation levels and to ensure your career growth at TechConnect. 

Microsoft Azure 

Microsoft O365 

AWS 

VMWare