2nd Line Service Desk Engineer

TN United Kingdom; Newcastle upon Tyne; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

An established industry player is seeking a 2nd Line Service Desk Engineer to join their dynamic team in Newcastle upon Tyne. This role offers the chance to provide exceptional technical support to both internal and external customers, ensuring efficient resolution of incidents and requests. With a focus on customer satisfaction and a commitment to professional development, this position provides a pathway for growth within the organization. Enjoy a flexible working environment and a range of benefits designed to support your well-being and work-life balance. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

33 days annual leave

Company electric car scheme

Cycle to work scheme

Employee assistance programme

Qualifications

• Experience in a service desk or similar environment.
• Strong technical support understanding and logical problem-solving skills.

Responsibilities

• Provide 2nd line support to customers via phone, email, and in person.
• Install, maintain, and repair various systems and networks.

Skills

Windows Server

Networking

ITIL practices

Backups

Exchange/mail filtering applications

Security awareness

Customer service skills

Job description

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2nd Line Service Desk Engineer, Newcastle upon Tyne

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Client:

Cybit

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

3d2d04c6ac6b

Job Views:

5

Posted:

02.05.2025

Expiry Date:

16.06.2025

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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 of over 100 people 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

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
• 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:

• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme

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.