Senior Service Desk Engineer

Job Description

Company Overview

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Starboard IT is a national Managed & Professional Services Provider, with a commitment to excellence and a personalised approach, and we pride ourselves on delivering high-quality services tailored to the unique needs of our clients. We are seeking a highly skilled and experienced Senior Service Desk Engineer to join our dynamic and innovative team.

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We prioritise cloud first strategies for our clients (AWS & Azure), but support varied traditional on-premises environments as well..

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At Starboard IT you can expect to find a 'can-do' attitude across the business, and we pride ourselves on a supportive and inclusive environment that drives successful, robust solutions for our customers and career growth for our employees.

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Position Overview

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As a Senior Service Desk Engineer, you will play a crucial role in providing advanced technical support and troubleshooting complex issues, while ensuring the highest level of customer satisfaction. This position requires a deep understanding of IT infrastructure, excellent communication skills, and a commitment to delivering exceptional service.

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Key Responsibilities

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Technical Support

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• Provide expert-level support for complex technical issues.
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• Troubleshoot and resolve hardware, software, and infrastructure-related problems.
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• Collaborate with other team members to ensure timely issue resolution.
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• Participate in on-call roster.
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Customer Relationship Management

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• Build and maintain strong relationships with clients through effective communication and issue resolution.
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• Serve as a point of contact for clients, ensuring a positive experience and customer satisfaction.
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Incident Management

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• Manage and prioritise incidents, and follow established escalation processes, to meet Service Level Agreements (SLAs).
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• Document and track issues using a ticketing system, ensuring accurate and thorough information.
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Infrastructure Management

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• Contribute to the design, implementation, and maintenance of IT infrastructure solutions.
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• Provide guidance and expertise in infrastructure-related projects.
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Continuous Improvement

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• Identify opportunities for process improvement and contribute to the development of best practices.
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• Stay current with industry trends and emerging technologies to enhance service offerings.
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Qualifications

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• 3-5 years of experience with an MSP.
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• In-depth knowledge of IT infrastructure, including hardware, software, servers, and networking.
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• Strong proficiency in troubleshooting and problem-solving.
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• Relevant certifications such as ITIL, CompTIA A+, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
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• Excellent communication and interpersonal skills.
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• Proven ability to work collaboratively in a team environment and autonomously.
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