Company Overview: Starboard IT is a national Managed & Professional Services Provider, with a commitment to excellence and a personalised approach, and we pride ourselves on delivering high-quality services tailored to the unique needs of our clients. We are seeking a highly skilled and experienced Senior Service Desk Engineer to join our dynamic and innovative team. We prioritise cloud first strategies for our clients (AWS & Azure), but support varied traditional on-premises environments as well At Starboard IT you can expect to find a ‘can-do’ attitude across the business, and we pride ourselves on a supportive and inclusive environment that drives successful, robust solutions for our customers and career growth for our employees. Position Overview: As a Senior Service Desk Engineer, you will play a crucial role in providing advanced technical support and troubleshooting complex issues, while ensuring the highest level of customer satisfaction. This position requires a deep understanding of IT infrastructure, excellent communication skills, and a commitment to delivering exceptional service. Key Responsibilities: Technical Support: Provide expert-level support for complex technical issues. Troubleshoot and resolve hardware, software, and infrastructure-related problems. Collaborate with other team members to ensure timely issue resolution. Participate in on-call roster. Customer Relationship Management: Build and maintain strong relationships with clients through effective communication and issue resolution. Serve as a point of contact for clients, ensuring a positive experience and customer satisfaction. Incident Management: Manage and prioritise incidents, and follow established escalation processes, to meet Service Level Agreements (SLAs). Document and track issues using a ticketing system, ensuring accurate and thorough information. Infrastructure Management: Contribute to the design, implementation, and maintenance of IT infrastructure solutions. Provide guidance and expertise in infrastructure-related projects. Continuous Improvement: Identify opportunities for process improvement and contribute to the development of best practices. Stay current with industry trends and emerging technologies to enhance service offerings. Qualifications: 3-5 years of experience with an MSP. In-depth knowledge of IT infrastructure, including hardware, software, servers, and networking. Strong proficiency in troubleshooting and problem-solving. Relevant certifications such as ITIL, CompTIA A, Microsoft Certified: Azure Solutions Architect Expert, or equivalent. Excellent communication and interpersonal skills. Proven ability to work collaboratively in a team environment and autonomously. Apply now by emailing your CV and cover letter to careersstarboardit.com