Service Desk Engineer

Service Desk Engineer

Job Purpose

As a Service Desk Engineer you’ll enjoy a fast-paced busy, fun environment working as part of a team. Each day presents different challenges! The environment is extremely busy & challenging, requiring a person with the right combination of customer facing skills and technical know-how.

Your duty will be to provide IT support services to our client companies - provide system level support of multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems.

Main Responsibilities:

  • Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly & professionally & satisfactorily concluded
  • Ensure strict adherence to SLA's when dealing with customer tickets/calls
  • Installing, configuring and troubleshooting of software and hardware.
  • Highlight any issues using our MSP platform on customer sites raising a service ticket and escalate using the correct escalation procedures.
  • Develop and maintain an in-depth technical knowledge of INET products, services and solutions
  • Perform routine day to day system security checks and backups and produce status reports
  • Work closely within the Team to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
  • Work with other technical staff to ensure connectivity and compatibility between systems
  • Document relevant technical information on INET portal and Help Desk CRM application (Autotask) including site schematics, system problems, problem resolution and knowledge base content
  • Record and maintain hardware and software inventories, site and/or server licensing and user access and security
  • Provide technical training to customers - systems administration and end user
  • Maintain confidentiality with regards to the information being processed, stored or accessed.
  • Monitor Remote Managed Service Application

Experience / Education:

  • Relevant qualification and min 3+ years’ experience
  • Appropriate level of competence in documented technical skills
  • Industry standard accreditations desired – Microsoft MCSE/MCSA,MCP, A+, Network+ Cisco / - CCNA CCNP

Knowledge Of:

  • Microsoft Operating Systems
  • Microsoft Applications
  • Anti Virus/spyware/malware applications
  • Networking – TCP/IP – Switching – Firewalling, VPN etc
  • Industry Standard Troubleshooting Procedures
  • Good knowledge of hardware & associated technologies: Servers, desktop, laptop, tablets and printers, Operating systems – Microsoft Server 2008, 2012, Active Directory and various business applications
  • Ability to understand Microsoft Office 365
  • Microsoft Azure knowledge preferred but not essential as training will be given.


  • Strong proactive customer service & interpersonal skills
  • Ability to prioritise & manage time effectively
  • Ability to work independently or as part of a team
  • Good troubleshooting & analytical skills
  • Speak Fluent English

Career Level

  • Experienced [Non-Managerial]

Candidate Requirements


  • Minimum Experience Required (Years): 3


  • Minimum Qualification: Level 7 (incl Diploma & Ordinary Bachelor Degree) OR IT Computers
  • Ability Skills: Analytical, Interpersonal Skills, Technical IT
  • Competency Skills: Time Management, Working on own Initiative
  • Specialising In: Microsoft Operating Systems
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