Service Desk Engineer

Probrand Ltd; 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

Service Desk Engineer
40 hrs per week
Birmingham

Probrand Ltd is a leading IT Managed services provider offering computer services to a wide range of SME clients across the country. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base.
This role is hybrid, working between home, Smethwick and our Birmingham office and offers a chance to develop your technical skills and grow within a dynamic and successful IT company. You will also serve as an escalation point and mentor for other engineers assisting with more complex support issues and major outages. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below.

Main Duties

• Take ownership of support calls as and when required
• Act as an escalation point and technical lead for any major outages for both external customers and Proband's internal network
• Taking ownership of an issue up to the point of resolution
• Remaining up to date with the latest technologies and platforms
• Assist with cross training

Essential Skills

• Microsoft Windows desktop OS’s – Installation and Troubleshooting skills
• Microsoft Office all recent versions including 365
• Microsoft Windows Server
• Microsoft Exchange Server, Office 365 and Exchange Hybrid Deployment – Experienced with message flow and troubleshooting mail server problems and outages
• Active Directory and Azure AD, Microsoft Teams deployment and troubleshooting
• Strong Networking Skills (TCP/IP, L2&L3, VOIP, VLAN, Spanning Tree, Routing etc) - installation and troubleshooting network issues
• Knowledge of WAN technologies – xDSL, FTTC, FTTP, 4 & 5G / Leased Lines / Routers etc – installation and troubleshooting
• Firewall knowledge (NAT Policies, troubleshooting Bandwidth Issues, Traffic Shaping etc) – Ideally SonicWALL however product training will be provided
• Knowledge of controller based Wireless technologies and troubleshooting
• Knowledge of Server hardware troubleshooting
• Knowledge of SAN and shared storage, technologies such as NFS and iSCSI, snapshotting, replication and cloning
• Knowledge of Virtualisation technology with good experience of VMware vSphere & Hyper-V clustering
• Knowledge of Backup Software – Veeam / Acronis

Desirable Skills

• SharePoint administration.
• Azure AD connect
• Azure MFA
• Azure Conditional Access
• Azure Application Proxy
• Intune / Autopilot
• MS Teams Voice
• Knowledge of Microsoft 365
• Previous MSP Experience useful

Soft Skills

• Ability to work independently to solve support issues in an innovative fashion while acknowledging you are part of a team and know when to request assistance
• Make the right decisions on behalf of our customers
• Willing to go the extra mile in helping solve client issues
• Strong communication skills both written and verbally
• Analytical and methodical approach
• Ability to work under pressure and manage different call priorities
• Keenness to expand knowledge both in and out or work
• Must be able to communicate clearly at a technical and end user level
• Must have excellent documentation skills

Benefits

• Basic salary between £30,000 and £40,000 per annum
• Car allowance of £400 pcm
• 31 days' holiday including bank holidays
• Udemy license for learning and development
• Option to buy and sell annual leave
• Bupa Private Medical Insurance
• Life Insurance
• Access to our Employee Assistance Programme - 24/7 health, financial and wellbeing support
• Tailored benefits platform - includes discounts on retail, travel, gym and leisure
• Cycle to work scheme
• Paid Volunteer Leave
• Discounted Tech
• Electric Car Salary Sacrifice Scheme
• City centre office - including free access to gym, shower facilities, secure lockers for bikes and onsite café