Hybrid Service Desk Engineer - Remote & Onsite Support Lead

Probrand; Birmingham; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Car allowance £400 pcm

31 days holiday incl. bank holidays

Udemy learning license

Cycle to work scheme

Bupa Private Medical Insurance

Life Insurance

Employee Assistance Programme (24/7)

Job summary

Probrand is seeking a Service Desk Engineer to join its Birmingham-based team, offering hybrid work between home, Smethwick, and the Birmingham office. The role focuses on remote and telephone support for a diverse client base, acting as an escalation point for complex issues and outages.

You will work within a dynamic IT department providing guidance, training, and mentorship to other engineers while remaining current with the latest technologies and platforms.

Qualifications

• Experience in IT support/servicedesk with ownership of issues from ticket to resolution.
• Exposure to major outages and acting as escalation point for clients and internal teams.
• Experience with Microsoft 365, Windows Server, Exchange, and Active Directory in hybrid environments.
• Strong networking knowledge (TCP/IP, VLANs, WAN technologies) and basic firewall concepts.
• Familiarity with virtualization and backup solutions.
• Excellent communication and documentation skills.

Responsibilities

• Take ownership of support calls and manage them to resolution.
• Serve as escalation point and technical lead for major outages for customers and internal network.
• Maintain up-to-date knowledge of technologies and platforms.
• Provide cross training support to teammates.
• Communicate clearly with end users and maintain thorough documentation.

Skills

Windows OS installation & troubleshoot

Office 365 administration

Active Directory & Azure AD

Networking TCP/IP & VLAN

Exchange Server/Hybrid deployment

Virtualisation (VMware vSphere / Hyper

Backup software (Veeam / Acronis)

SAN / iSCSI concepts

Tools

VMware vSphere

Hyper-V

Veeam

Acronis

SonicWALL Firewall

Job description

Probrand is seeking a Service Desk Engineer to join its Birmingham-based team, offering hybrid work between home, Smethwick, and the Birmingham office. The role focuses on remote and telephone support for a diverse client base, acting as an escalation point for complex issues and outages.

You will work within a dynamic IT department providing guidance, training, and mentorship to other engineers while remaining current with the latest technologies and platforms.