2nd Line Service Desk Engineer

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

Job summary

A technology-focused company is seeking a 2nd Line Service Desk Engineer in Newcastle, offering hybrid working flexibility. In this role, you will provide technical support for internal and external customers, resolving incidents efficiently. Ideal candidates should possess strong technical skills and exceptional customer service abilities. The position offers professional growth and a comprehensive benefits package, including enhanced leave and healthcare options. If you are looking for a fulfilling challenge in a supportive environment, this could be the perfect opportunity for you.

Benefits

Enhanced Pension contribution scheme

33 days annual leave

Healthcare cash plan

Private Medical Insurance

Company electric car scheme

Cycle to work scheme

Employee assistance programme

Occupational sick pay

Birthday day off

Enhanced family leave

Qualifications

• Prior experience within a service desk or similar environment.
• A logical and thorough approach to resolving incidents and requests.
• Exceptional customer service skills with experience in supporting remote problems.

Responsibilities

• Provide 2nd line support to customers seeking technical assistance.
• Install, maintain, test, and repair various systems and networks.
• Ensure efficient resolution of incidents, requests, and problems.

Skills

Technical support understanding

Windows Server

AWS/Azure

Networking

ITIL practices

Backups

Exchange/mail filtering applications

Security awareness

Exceptional 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

Cybit

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 value each other first and foremost, respect the talent, ideas and skills we can contribute to making Cybit a special and rewarding place to work.

At Cybit, you are recognised 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 in this role

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 in an efficient and professional manor, always ensuring that customers are updated on ticket progress and are left 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 organisation.

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
  • Back ups
  • 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

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

• Enhanced Pension contribution scheme
• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Healthcare cash plan
• Private Medical Insurance (after 12 months service)
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay
• Birthday day off
• Enhanced family leave

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.