2nd Line Service Desk Engineer

Cybit; Newcastle upon Tyne; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

An established industry player is seeking a dedicated 2nd Line Service Desk Engineer to join their dynamic team in Newcastle. This role offers the chance to provide exceptional technical support while working in a hybrid environment, allowing for flexibility between remote and in-office work. You'll engage with a variety of technologies, ensuring customer satisfaction through effective incident resolution and proactive communication. With opportunities for professional growth and a supportive team culture, this position is perfect for those looking to advance their careers in technology. Join a company that values its employees and fosters an inclusive workplace.

Benefits

Bonus scheme

Pension scheme

33 days annual leave

Healthcare cash plan

Company electric car scheme

Cycle to work scheme

Employee assistance programme

Occupational sick pay

Qualifications

• Prior experience in a service desk or similar environment.
• Strong technical support understanding with excellent customer service skills.

Responsibilities

• Provide 2nd line support to external and internal customers.
• Install, maintain, and repair various systems and networks.

Skills

Windows Server

AWS/Azure

Networking

ITIL practices

Backups

Exchange/mail filtering applications

Security awareness

Customer service skills

Job description

Job Title:

2nd Line Service Desk Engineer

Location:

Based from our Newcastle office, with hybrid remote working flexibility.

Annual salary:

£26,000 to £30,000 depending on skills & experience

About Cybit

Predict. Protect. Perform

We're a team of passionate professionals dedicated to delivering positive business outcomes. Our technology propositions are led by data intelligence and AI to ensure that our customers can operate confidently with the right digital workspace, security, cloud solutions, and managed services. We are motivated by a single belief: that if we do our jobs right for our customers, we can make a positive difference to the people and world around us; by helping businesses achieve greater productivity and resilience through the right technology implementation and management, and supporting essential public sector organisations to deliver on the critical work they do.

Why Join Us?

Joining Cybit means becoming part of a dynamic and outcome-focused team that spans locations in Berkshire and Newcastle. Our team of over 100 people values each other first and foremost, respecting the talent, ideas, and skills we can contribute to making Cybit a special and rewarding place to work. At Cybit, you are recognized and valued, and you can make a real difference to how our company delivers and is viewed as a brand.

If you're looking for a challenging and fulfilling career in technology, Cybit is the place for you. Together, we will create a safer, more resilient future for everyone.

What you'll do

The Service Desk Engineer will provide 2nd line support to our external and internal customers seeking technical assistance via phone, email, and occasionally in person. This will include installing, maintaining, testing, and repairing various systems and networks.

Within this role, you'll provide excellent customer service to end users, ensuring that incidents, requests, and problems are resolved efficiently and professionally, always keeping customers updated on ticket progress and leaving them satisfied, in line with service level agreements.

You will have the opportunity to expand your technical skills by supporting some challenging and interesting products and technologies. This role lends itself to progression and development opportunities within the organization.

We're looking for someone with

• Prior experience within a service desk or similar environment
• A strong technical support understanding including:
• Windows Server
• AWS/Azure
• Networking
• ITIL practices
• Backups
• Exchange/mail filtering applications
• Security awareness
• A logical and thorough approach to resolving incidents and requests
• Exceptional customer service skills with experience in supporting remote problems

Be well looked after

Benefits

Happy people make happy businesses. We have a great range of flexible benefits which help you to do your best work every day. This includes:

• Bonus scheme
• Pension scheme
• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Healthcare cash plan
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay

Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.

You may have experience as: Service Desk Analyst, Service Desk Engineer, 2nd line Engineer, Technical Operations Engineer, IT Engineer.

Hybrid remote/in-office