About us

D&D Network Services has been providing IT support, consultancy, and managed services to customers across a variety of industries for over 20 years. With our Head office in Worcester, most of our customer base is centred around the Midlands, but as we continue to grow the business, we are taking on more work nationally. This is an exciting time for the right candidate to join our expanding business and be an important part of our future success.

The office is in the middle of Worcester, a short walk from Foregate Street Station.

Service Desk Engineer

As a D&D Service Desk Engineer you will play a crucial role in providing remote technical support and assistance to end-users from any of our customers. Your primary responsibility will be to respond to and resolve various IT-related issues and requests, ensuring minimal disruption to company operations.

Role

Full-time permanent position

Office based

Key Responsibilities

Providing 1st/ 2nd Line support to users through various channels, such as phone or email.
Diagnosing and resolving technical issues related to hardware, software and networking.
Maintaining a high level of customer service when responding to support issues.
Ensuring cases are logged with accurate information and kept up to date.
Ensuring cases are managed in line with agreed SLAs and complex issues are escalated to senior teams when necessary.
Contacting third party suppliers when required in relation to a support case.
Creating and maintaining support documentation and knowledge base articles.

Soft Skills

Excellent communication skills both written and verbal, including being able to talk to non-technical users in plain English.
Excellent problem-solving skills with good attention to detail.
Excellent time management skills.
Highly adaptable to a diverse environment and able to learn new systems quickly.
Ability to be able to work independently and as part of a small team.

Hard Skills

Essential knowledge / experience required:
Microsoft desktop and server operating systems
Microsoft 365
Windows Server administration tools (Active Directory, Group Policy, Print Management, WSUS, WDS, etc).
Microsoft Office (2016-current, 365).
Common TCP/IP network protocols and related troubleshooting tools
Remote access / support tools

Beneficial knowledge / experience:
Firewall administration
Endpoint security administration
Backup software and cloud storage administration
Mobile Device Management (MDM) administration
Hyper V virtualization and VM management
MacOS, iOS, Android, ChromeOS
SharePoint administration
Network switch / WiFi administration

Experience

At least 2 years previous experience within an IT support role, working at 2nd line or equivalent level.
Desirable – Previous MSP experience.

Qualifications

GCSEs in Maths & English C+ or higher.
Level 2 qualification in IT or equivalent.
Desirable – National Diploma Level 3 in IT or equivalent.
Desirable – BSc Hons Degree in Computing or related subject.

Company Benefits

22 Days Holiday + BH (Rising to 24 days plus BH after 2 years’ service)
Company Training (both in house and 3rd party)
Company Events
Free on-site parking

D&D Network Services Limited

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Service Desk Engineer