This job offer is no longer available
Pinnaca Retail Ltd
IT Service Delivery Engineer
- +2
- +3
- Loughton, England, United Kingdom
- +2
- +3
- Loughton, England, United Kingdom
About
No two days at Pinnaca are exactly the same, and your ability to build rapport with our diverse range of customers will ensure success in this role. You might work with a well-known apparel brand on one call, then support a high-end jeweler or a dental practive client the next. Our customers range from footwear to fashion and more, making this position an exciting and challenging one that requires you to think on your feet. You’ll support each customer according to their unique needs, offering a tailor made solution that suits their business. You’ll be quick, efficient and personable, We’re looking for someone who is motivated, loves taking initiative and finding fresh new ways to solve problems. As a real team player, you’ll report directly to our Service Desk Co-Ordinator ensuring that all issues are communicated effectively across all levels. Experience with Retail Pro, IT, EPOS & Stock Management solutions will get our attention.
*Desired Skills, Qualifications & Experience *
* All round IT specialist with at least 1 years hands on experience providing helpdesk support and project delivery
* Understanding of Windows 7, 10, Server 2008, 2012,2018, 2019… Environments
* Understanding of Service Desk Practices (ITIL preferable)
* Server Management such as patch management, Active Directory, Group Policy
* Knowledge of MS 365
* Knowledge of MS Office Products (Strong skills with Excel)
* Understanding of POS systems
* Experience working with helpdesk ticketing systems (Connectwise)
*Experience*
* Experience in working in an IT Service Desk
*Duties & Responsibilities *
* Going through all support tickets in Connectwise and ensuring they are being attended to.
* Ensuring SLA’s are meet
* Ensuring you are inputting a minimum of 5 hours worth of billable time entries daily in Connectwise (daily)
* Being part of the afterhours support rota
* Learn and become certified in Retail Pro 9 Series
* Learn and become certified in Retail Pro Prism within the first 6 months
* Provide support & Implementation services to our clients
* Learn other Retail Solutions we provide to provide support and implementations services
* Onsite break fix call outs from time to time
* Onsite installation work
* In house build, preparation and testing of systems that are part of projects, one-off jobs or hardware support
* To follow our processes and procedures whilst working on our helpdesk working environment
* Provide support on Microsoft operating systems, including Windows Server 2008, 2012, 2018, 2019... and Windows 7 & 10,11
* Provide support to those using Microsoft Office applications
* Answer incoming calls, log them in Connectwise
* Jump into and help any of the teams within your department if and when required
* Manage and monitor the support mailboxes
* Resolve helpdesk line 1 issues
* Escalate tickets if you are unable to resolve them
* Manage your emails and reply to emails you receive within the same day
* Provide excellent customer focus and ability to build rapport
* Work unsupervised and manage assigned workload and priorities
* Proactively research alternatives and solutions to issues and take action.
* Review reports that come in from Connectwise and give your input on patterns and trends
* Take part in helpdesk meetings and staff meetings
* Resolve all client’s technical issues promptly and effectively ensuring high first-time fix rate
* Keep clients informed of incident progress, notifying them of impending changes or agreed outages
* To ensure configurations, contact information and assets are kept up to date in real time
* Prioritize and manage multiple tickets at any one time based on priority
* Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
* Ensure high customer service, perception and satisfaction
* Ensure a good working relationship and rapport with other staff members
Job Types: Full-time, Permanent
Pay: £22,000.00-£27,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* On-site parking
* Referral programme
Work Location: In person
Reference ID: IT Service Delivery Engineer L1
Expected start date: 30/11/2025
Nice-to-have skills
- Active Directory
- ITIL
- Windows Server
Work experience
- System Engineer
- Desktop Support
Languages
- English
Notice for Users
This job was posted by one of our partners. You can view the original job source here.