Service Desk Engineer

Waterstons Limited; North East; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading IT services company in the UK seeks a Service Desk Engineer to join its Support Services team. You will provide technical support and ensure timely resolution of customer queries. Ideal candidates have over 2 years' experience in the IT industry and are adept in troubleshooting, ITIL principles, and customer communication. The role offers a hybrid working model and a range of employee benefits including unlimited holiday and extensive training opportunities.

Benefits

Unlimited holiday allowance

Flexible working

Private medical insurance

Employee assistance program

Qualifications

• At least 2+ years of experience within the IT industry.
• Knowledge of ITIL framework and troubleshooting.
• Experience with related technologies and cloud services.

Responsibilities

• Provide technical support to colleagues and customers.
• Ensure timely resolution and communication with customers.
• Handle incidents and service requests via various channels.

Skills

ITIL knowledge

Troubleshooting skills

Customer communication

Technical support

Tools

Cisco ASA

Windows Server

Microsoft 365 Administration

PowerShell

Job description

Overview

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 customer experience. We offer hybrid working with an expectation to be in the office for 5 days a week during the first 6 weeks and then 3 days in the office per week thereafter. This can be in either our Durham or Glasgow office, where possible. Shifts are 9.5 hours, aligned with the Australian team, including one weekend in four and public holidays. The UK team coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.

Responsibilities

• Adhere to ITIL service management principles.
• Provide technical support to colleagues and customers.
• Ensure timely resolution and regular communication with customers throughout ticket ownership, 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 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 clients nationwide.
• Record your time when working on issues to enable accurate billing to clients.
• 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 demonstrate troubleshooting skills.
• Exposure to technologies such as infrastructure, telephony, servers, desktops, and cloud services (examples below).

Technologies (typical day-to-day)

• Infrastructure: Cisco, HP & Dell Switches, Cisco ASA, VMware, Veeam, Hyper-V, NAS/SAN Storage
• Telephony: Microsoft Teams, Mitel
• Servers: Windows Server, 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

About Waterstons

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 work across the globe to provide unique business solutions that directly add value to our clients' businesses.

Rewards and Benefits

Our clients tell us our people are our greatest strength, and we value our colleagues. We offer rewards such as flexible working, and supportive benefits. Highlights include:

• Healthy work-life balance with flexible and agile working being the norm
• Unlimited holiday allowance
• EV car scheme (salary sacrifice)
• Room to grow with supported development opportunities and sponsored training
• Enhanced family policies
• Company sick pay and life assurance
• Wellbeing support with regular initiatives, an employee assistance programme and private medical insurance
• Flexible benefits such as dental scheme, eye care support, season ticket loan and cycle to work

Equal Opportunity and Security

We require a security check to be carried out on all colleagues due to the nature of some of our clients\' industries. We are 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 embraces diversity creates a better workplace and better outcomes for our clients.