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Senior Helpdesk Engineer

Senior Helpdesk Engineer

Can you deliver, “Practical, modern technology that will inspire businesses to grow”!

We are recruiting a Senior Helpdesk Engineer, we are an IT services company based in Blisworth, Northamptonshire

Receiving, prioritising, documenting, and actively resolving requests from our clients in a timely manner.

A large proportion of this job requires talking to clients on the telephone working in a busy (sometimes high pressure) helpdesk environment.

You should have an excellent telephone manner.

Overseeing and reviewing aspects of clients IT infrastructure (including servers, switches, storage, security, software applications, external hosting, remote-offices, and backups).

Key Responsibilities:

In this exciting and varied role, you will be expected to:


  • Manage effectively, the resolution of support issues that are reported to us in an efficient manner
  • Act as a technical authority, providing expertise to both team members and clients
  • Ensure that we surpass our customer’s expectations
  • Communicate clearly to all stakeholders

Typical Work Activities include:


  • Logging incoming customer communication, taking ownership of, and working on support queries
  • Keep customers informed in a professional manner ensuring accuracy of detail
  • Troubleshooting problems and providing advice on the appropriate action
  • Accurately record time activity in line with procedures
  • Accurately record all customer communications using the appropriate Service Desk software
  • Installing, supporting, and providing routine maintenance to hardware and software
  • Analysing and resolving faults ranging from a major system crash to a forgotten password
  • Ensure that documentation and job notes are kept up-to-date and accurate
  • Other duties as and when required by the management

Personal Skills required:


  • Excellent attitude, great phone etiquette
  • Team player with the ability to motivate and educate other team members in principles of service
  • Delivery excellence
  • Ability to demonstrate clear & confident communication skills both written and verbal
  • Ability to deal with problems and technical issues in a friendly, calm, and reassuring manner
  • Excellent problem-solving ability.

    A proactive thinker who encompasses the “bigger picture”
  • Passion for IT and technology, and a drive to help customers take advantage of new solutions
  • An enthusiastic, thorough, and methodical approach to problem solving
  • Ability to multi-task, prioritise and escalate accordingly
  • Self-motivated
  • Ability to learn new skills quickly – for example, supporting new applications
  • Tenacity and dedication to pursue an issue from beginning to end
  • The initiative and reliability to work unsupervised on many occasions
  • Clean driving licence

Technical Skills required:


  • Previous experience in IT support – at least 3 years in a senior IT role
  • Ability to produce clear, concise, and accurate documentation and job notes
  • Windows 7 or later to advanced level
  • Office 2013 or later to advanced level
  • Windows Server 2012 or later (advantageous) administration, build and maintenance
  • Strong understanding and working knowledge of Active Directory, exchange mailbox administration, DNS, group policies, domain controllers
  • Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless and other networking technologies
  • Good understanding of AV technologies and experience of their administration
  • Strong understanding of backups and restoration methods
  • Strong understanding of NTFS and share permissions on previous & current Windows Server environments
  • The ability to articulate at a technical level appropriate to the circumstances – e.g., for clients with varying levels of IT knowledge & competence
  • Natural interest in IT with a desire to stay abreast of new technologies

Desirable Attributes:


  • Creative thinking around process analysis and improvement
  • Skills to deal with difficult or demanding clients
  • Knowledge of Apple computer systems and software
  • Exchange 2013 or later installation and administration experience
  • Network design, build and troubleshooting, including switching and routing
  • VMWare design, installation, and administration

About the Company

Mooncomputers is a national IT solutions provider that was founded in 2001.

For two decades, our consistent success has led us to develop exciting solutions and services for customers across the country.

As a direct result, Mooncomputers has rapidly grown and developed a range of managed services that provide businesses with the foundations to build an agile, scalable technology infrastructure.

How to Apply

If you would like to be considered for this opportunity, please apply using the link provided and the hiring company will be in direct contact.



  • Start: ASAP
  • Duration: Permanent
  • Rate: £23k - 30k per year + (negotiable)
  • Location: Blisworth
  • Type: Permanent
  • Industry: IT
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: MC022021
  • Posted: 2021-06-18 17:15:51 -

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