Service Desk Engineer

Waterstons; Barnard Castle; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Service Desk Engineer to enhance their global Support Services team. This role offers the opportunity to work in a fast-paced, collaborative environment, focusing on IT solutions for diverse clients. With a commitment to continual improvement and customer experience, you will provide technical support, adhere to ITIL principles, and engage in process design and implementation. Enjoy a hybrid working model, competitive salary, and a range of attractive perks including unlimited holidays and private medical care. If you are passionate about technology and eager to contribute to a thriving team, this position is perfect for you.

Benefits

Unlimited holiday allowance

Flexible working hours

Private medical healthcare

EV car scheme

Room for growth with development opportunities

Enhanced family policies

Company sick pay

Life assurance

Employee assistance programme

Flexible benefits package

Qualifications

• At least 2 years of IT experience with strong troubleshooting skills.
• Knowledge of ITIL framework and customer service principles.

Responsibilities

• Provide technical support and ensure timely resolution of issues.
• Design and document new processes, adhering to ITIL principles.
• Support colleagues with coaching and knowledge transfer.

Skills

ITIL Framework

Troubleshooting Skills

Customer Service

Technical Support

Communication Skills

2+ Years IT Experience

Tools

Cisco

HP Switches

Dell Switches

VMware

Veeam

Hyper-V

Microsoft Teams

Windows Servers

Active Directory

Microsoft 365

Azure

AWS

PowerShell

Linux

MacOS

Job description

A Bit About Us

Our main focus at Waterstons is to help our customers build a better business by blending technology and strategy. We have offices in the UK and Australia. Our team also works across the globe to provide unique business solutions that directly add value to our clients’ businesses.

Our clients tell us our people are our greatest strength, and who are we to disagree? We believe in our colleagues, and we make it a priority to reward their hard work. Unlimited holidays, flexible working, and private medical healthcare. These are only some of the amazing things we offer.

Did we also mention that we’ve been awarded Gold Investors in People for a fourth consecutive time?

About The Role

We’re looking for a Service Desk Engineer to join our expanding global Support Services team, supporting our diverse range of clients with their IT solutions. The engineer MUST have a love for technology and a desire to join a fast-paced, collaborative environment focused on continual improvement and the customer experience.

We offer hybrid working, giving you flexibility in your place of work, but we do expect you to be in the office for 5 days a week during the first 6 weeks and then 3 days of office attendance a week thereafter. This can be in either our Durham or Glasgow office, where possible.

Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team's coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.

Day-to-day Responsibilities

• Adhere to ITIL service management principles.
• Provide technical support to colleagues and customers.
• Ensure timely resolution and regular communication with customers throughout the ownership of tickets, including phone calls.
• Design, implement, test, and document new processes.
• Assist other teams within the business as required.
• Support colleagues by way of coaching and knowledge transfer.
• Handle incidents and service requests as they come in via phone calls, emails, and self-service portals.
• Ensure the customer is communicated with and that these issues are dealt with in a timely fashion.
• Work within a larger team to provide a range of support from 1st to 3rd line, with potential to spend time on site with our clients nationwide.
• Record your time when working on issues to enable accurate billing to clients.

Essential

Some of the skills we are looking for

• At least 2+ years of experience within the IT industry.
• Knowledge of the ITIL framework, an understanding of how to prioritise work and significant incidents, and the ability to display your troubleshooting skills.

Technologies you will encounter:

• Infrastructure: Cisco, HP & Dell Switches/ Cisco ASA / VMware / Veeam / Hyper-V / NAS / SAN Storage.
• Telephony: Microsoft Teams / Mitel.
• Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell / Linux.
• Desktops: Windows / MacOS.
• Cloud: Microsoft 365 Administration/ Exchange online / Azure / AWS / Intune.

Nice to have

• Experience working in a high-paced environment such as an MSP or similar.
• Experience with LogicMonitor.
• Experience in PowerShell/Bash scripting.

Waterstons perks

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work-life balance with flexible and agile working being the norm.
• Unlimited holiday allowance.
• EV car scheme (salary sacrifice).
• Rest days.
• Room to grow with supported development opportunities and sponsored training.
• Enhanced family policies.
• If you ever need it, company sick pay and life assurance.
• Supported wellbeing with regular initiatives, an employee assistance programme, and private medical insurance.
• Flexible benefits such as a dental scheme, eye care support, season ticket loan, and cycle to work.

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating an inclusive, understanding, and flexible workplace. We value diversity, equality, and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity and create an environment where everyone from any background can do their best work and feel valued and appreciated is a better company to work for.

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