Service Desk Engineer

Advania UK; Stoke-on-Trent; On-site; GBP 28,000 - 32,000; Full time

Job summary

Advania UK is seeking a Service Desk Engineer for a dedicated onsite role in Stoke-on-Trent. The successful candidate will provide first-line IT support to a client, logging issues, resolving software, network and hardware problems, and ensuring SLA adherence.

You will work face-to-face with the client, document infrastructure details, manage expectations, and escalate where necessary. Required: proven service desk experience, strong communication, and familiarity with Office 365 and common

Qualifications

• Professional experience as a service desk engineer supporting small or medium-sized businesses.
• Familiarity with working to SLA’s to meet both customer and contract requirements.
• Experience in IT outsource or MSP environments is a plus.
• Excellent verbal and written communication for technical and non-technical audiences.

Responsibilities

• Answer inbound calls within an agreed answer time.
• Log all customer issues, queries, and requests into the ticketing system.
• Provide a range of technical support across software, network and hardware areas.
• Manage and work to internal and customer SLA’s, escalating incidents when needed.
• Create and maintain customer-specific infrastructure documentation.
• Manage client expectations through clear communications.

Skills

Service desk

SLA expertise

Communication

Face-to-face support

Tools

Office 365

Mimecast

Firewalls

Server maintenance

Job description

Service Desk Engineer

Position Overview

We are looking for a Service Desk Engineer to join us in a dedicated onsite role for a client in Stoke-on-Trent. This is a great role for a candidate with professional IT support experience who is looking to partner closely with a client in a face-to-face setting.

Salary & Benefits

The budgeted salary for this role is between £28,000 - £32,000 a year, depending on experience.

Responsibilities

• Answering inbound calls within an agreed answer time.
• Logging all customer issues, queries, and requests into the ticket management system;
• Providing a range of technical support across software, network and hardware areas.
• Managing and working to internal and customer SLA’s, and escalating any incidents requiring additional support.
• Creating and maintaining customer specific infrastructure documentation.
• Managing client expectations through clear communications.

Qualifications & Experience

The right candidate for this role will have:

• Professional experience as a service desk engineer supporting small or medium-sized businesses.
• Familiarity with working to SLA’s to meet both customer and contract requirements.
• Ideally experience within an IT outsource or managed service provider, although other backgrounds are welcomed.
• The capability to communicate verbally and in writing to both technical and non-technical audiences.

Technical Familiarity

• Office 365
• Office Applications – Outlook, Excel, Word, PowerPoint – basic troubleshooting.
• Mimecast
• Hardware and hardware replacements
• Firewalls and switches, being able to upgrade firmware, push updates and do server maintenance
• Installation, removal and troubleshooting of 3rd party software
• Basic troubleshooting of Windows Client and Android

About Us

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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