1st Line Service Desk Engineer

📋 Description

• Log, categorise, and prioritise incidents and service requests received via phone, email, or
• Provide first-line investigation and diagnosis, resolving incidents where possible in line with the
• Escalate complex or unresolved issues to the senior support teams as necessary
• Follow documented procedures and knowledge base articles to ensure consistent service delivery
• Deliver exceptional customer service, ensuring clients are kept informed of progress and resolution
• Assist clients with hardware and software issues, including troubleshooting and configuration

🎯 Requirements

• Proficiency in Windows (desktop and server) and Mac OS environments
• Experience with Microsoft Office 365 and other common business applications including Intune
• Basic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP)
• Basic familiarity with HP Aruba / SilverPeak, Arista / VeloCloud, Juniper Mist, Fortinet, Infoblox
• Familiarity with remote support tools and ticketing systems
• Knowledge of AVD and Citrix virtual desktops platforms

🎁 Benefits

• Hybrid working role requiring regular office/site attendance in Central London (2-3 days a week)
• Opportunity to work in a dynamic team within Kerv Connected Cloud
• Travel to client locations in and around London for on-site support
• Participate in continuous improvement initiatives
• Supportive and inclusive company culture