Service Desk Engineer L2

Job Overview
To provide technical knowledge and experience to resolve Service Desk incidents and requests for tickets. Working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on-premises, in Zenzero’s cloud environment and within public cloud services.

Windows Server Support, Maintenance and Administration, including:
Active Directory
GPO Management
DNS/DHCP
Advanced Windows 10/11 Support and Maintenance
Citrix MCS Support/Admin
Enterprise Mobility + Security (InTune)
General diagnostic and troubleshooting skills
M365 Support and Administration
Virtualisation technologies
Excellent documentation skills
General network troubleshooting, including:
LAN
WAN
Wireless
Firewalling
IT degree or equivalent
Clean UK Driving license and own car

Desirable experience, skills and qualifications
Zero Trust Networking
OS and Application deployment
Valid Microsoft Server MCP/MCSA certification
Valid Office 365 MCP/MCSA
Azure Administration

Key Responsibilities
Communicate with clients, end users and 3rd parties via telephone, e-mail and remote support tools to resolve Incidents, service requests and provide regular updates. Work as a team with other members of the Service Desk support team to resolve client issues and take full ownership of Service Desk tickets that are escalated to you. Partake in an out of hours emergency support rota.

Utilise Zenzero's internal Service Desk systems and any other tools required to complete your role. Undertake any training required by Zenzero. Complete full documentation of client and internal systems to the required standard.

Follow policies and procedures to comply with Zenzero's ISO20000 and ISO27001 accreditation. Management of your own time and resolution of service requests within SLA. Complete additional research when required when faced with unfamiliar technologies to resolve client issues in a timely manner.

Strive for continuous improvement in everything you do. Desire to learn and improve your technical knowledge of Zenzero’s catalogue of preferred technical solutions. Share your knowledge, experience and work ethic with other members of the Zenzero teams to aid their own development and exceed Zenzero standards.

To become involved in other tasks/duties as required

Is driven, flexible, with a can-do attitude
Has a passion for technology and delivering outstanding customer service, taking the lead where necessary and sharing your technical knowledge
Is a determined and resourceful individual, you will enjoy problem solving and be able to think on your feet and find a solution, even when dealing with unfamiliar technologies