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Senior IT Service Desk Engineer





Posted: 19/06/2024

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Senior IT Service Desk Technician - Gloucester
As a Senior IT Service Desk Technician, working within the IT department, you will thrive on providing effective, compliant, secure, and resilient technical infrastructure support across Roke business 
The IT department sits within the Corporate Services directorate and plays an important part in enabling Roke to deliver customer work. Preserving a high level of confidence by consistently meeting and exceeding customer expectation in relation to IT services and value creation is paramount, equalled by the need to meet the needs of the business regarding safe and sustainable generation of revenue and profit.
Working in a diverse and welcoming culture, you will be delivering a 1st, 2nd and 3rd line Service Desk function, providing hardware & software support. 
Roke are a leading technology & engineering company with clients spanning National Security, Defence and Industry 4.0 through our Futures business and Intelligence as a Service. You will work alongside our customers to solve their complex and unique challenges. 
Making the extraordinary, every day
As our next Senior IT Service Desk Technician, your key responsibilities are:
* Provide a highly effective prioritisaton, resolution and escalation of Incidents
* Early identification of problems and liaise with Service Desk Lead and Head of IT Service on Problem Management 
* Provide a highly efficient and customer focused IT Service Desk to the wider business
* Handling tickets escalated from first line using the service desk tool
* Support of 
** IT hardware, laptops, client suites and mobile devices
** Software support
**Windows and Linux support
** Printer Support
** M365 support and administration
* Work closely with the Head of IT Service and Service Desk Lead, to develop and improve service provision and suggesting improvements
* Maintain and adhere to Service Desk procedures
* Maintain strong relationships with the IT Platform team
* Keep IT management apprised of any ongoing problems
* Travel to other Roke sites as necessary
The Key Requirements...
* Previous experience in IT support roles
* Excellent communication and networking skills
* Ability to produce high quality technical documentation 
* Strong customer focus
* Ability to manage conflicting priorities 
* Flexible and agile approach to high workloads
* Practical understanding and experience of ITIL principles and practice
* Experience of Request, Incident, Problem and Change Management

* PC and printer hardware
* Microsoft OS installation / deployment / Support
* Basic Linux OS Support
* Awareness of Endpoint Management or MDM e.g. MEP/SCCM and Intune
* Understanding of Server and domain components e.g. AD / Group Policy / WSUS
* Understanding of network cabling and switches 
* Understanding of network infrastructure, TCP/IP, DNS, DHCP, VLAN’s, Wifi
* Understanding of VDI and thin clients
* Familiar with using basic Powershell commands
* AV and Video conferencing
* Familiar with M365 Suite – Apps, Teams, Sharepoint, Onedrive etc.
* M365 Administration tasks e.g. AAD, Exchange, Teams, Sharepoint
* Experienced with hardware asset management principles
* Experienced with software asset management principles
* Corporate mobile device management solutions
* Samsung Knox / Apple Business Manager
We promise interesting work with smart people
Built over a 60-year heritage, Roke offers specialist knowledge in sensors, communications, cyber, and AI and ML. We change the way organisations think and act – through dynamic insights from the analysis of multiple layers of data. We take care of the innovative, technical stuff that keeps everyone safe – that’s our mission, passion, and motivation.
Joining a team united by purpose and ambition, you’ll be at the heart of an exciting growth journey: having doubled in size over the last 4 years, we intend to double our headcount by 2027. At Roke, every individual counts. We push technical boundaries, together. We re-invest in product innovation, and we empower our people to make a difference.
Where you’ll work…
GLOUCESTER - You’ll find our Gloucester site in a business park two minutes from junction 11A of the M5; The site allows easy access to our local customer base. Set on the outskirts of the Cotswolds, you are never far from a picturesque view or lunch time walk. 
The Benefits and Perks... 
* Annual bonus: Based on profit share and personal performance
* Private medical insurance: Includes cover for existing conditions
* Holiday: 25 days plus public holidays and your birthday off
* Chemring Share Save: Monthly savings into a 3 or 5 year plan.
Due to the nature of this role, we require you to be eligible to achieve DV clearance.
The Next Step...
Click apply, submitting an up-to-date CV. We look forward to hearing from you

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