Senior Service Desk Engineer

Company Overview

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.

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

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.

Position Overview

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.

Key Responsibilities Technical Support

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

Customer Relationship Management

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

Incident Management

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

Infrastructure Management

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

Continuous Improvement

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

Qualifications

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