Service Desk Engineer Stoke-on-Trent

Dev; Birmingham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible hours

On-call pay

Head office Stoke-on-Trent

Job summary

Colten Care is seeking an IT Support professional to provide day-to-day tech support for office and remote users in a hybrid environment. You will manage service desk requests, maintain asset records and assist with MDM and BYOD devices across the group.

The role covers Windows OS, Active Directory tasks, and basic networking, with training provided. Based at our Stoke-on-Trent Head Office, the role offers flexible hours, potential on-call pay, and a practical path to grow technical expertise

Qualifications

• Experience using a service desk system and keeping it up to date.
• Windows OS support from Windows 7 upwards.
• Troubleshooting IT issues across software, hardware, printers and peripherals.
• Active Directory administration and password resets.
• Networking basics: DHCP/DNS, LAN, Wi-Fi.
• MDM/BYO D systems knowledge and app management.
• Azure Active Directory familiarity and scripting with PowerShell.
• Strong customer service and communication skills.
• Willingness to learn and complete training provided.

Responsibilities

• Provide day-to-day IT support for office and remote users.
• Prioritise and log requests via the service desk system.
• Maintain asset records and MDM systems including BYOD.
• 1st/2nd line support for apps, PCs, printers and devices.
• Liaise with external suppliers when needed.
• Produce and publish knowledge base documentation.
• Support the corporate telephone system and participate in projects.

Skills

Service desk system

Windows OS

Active Directory

DNS & DHCP

MDM BYOD

Azure/AD

PowerShell

Customer service

Communication

Tools

Chrysalis app catalogue

Job description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following communities do not hesitate to register, even if you feel that this particular opportunity is not the right fit for you.

Company Name: Colten Care

Job Description

Looking for your next move in the Dee Set Group?

Here at the Dee Set Group, we truly believe that embracing technology and change is the way to drive excellence and efficiency across our group of businesses.

Purpose of your role:

Provide day to day support of the company's systems and end users both office based and remote. Supporting a hybrid environment of company and BYoD (Bring Your own Device - personal) equipment – comprised of Windows, iOS and Android devices. Working with the service desk system to prioritize and log all tasks. Supporting your team on updating & maintaining the IT knowledge base, MDM (mobile device management) system and asset management system.

Responsibilities of the role:

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Act as a single point of contact for phone calls and emails from colleague regarding IT issues and queries.
• Receiving, logging and managing calls from internal and external colleague via telephone and email
• Maintaining the Asset Database, MDM system and mobile SIM (O2) systems and track changes
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Android/iOS devices, Laptops, PCs and Printers.
• 1st and 2nd line support of Chrysalis app catalogue (MDM apps)
• Troubleshoot basic network issues such as wireless connectivity issues
• Escalate unresolved calls to the infrastructure and development support team
• Log all calls in the Service Desk Call Logging system (Service Desk)
• Publishing support documentation to assist colleague with requests for information & provide colleague training if required
• Active Directory knowledge. Creating/manage user accounts, reset passwords, create/manage group policies etc.
• Ability to liaise with external suppliers
• Support the corporate telephone system
• Take part in project work
• Knowledge/Experience of Customer service processes and best practices.
• Ability to communicate and empathise with colleagues of varying technical knowledge.
• Willingness to learn, learn new technologies, full training is provided for all candidates experienced or not

Desired Skills/Knowledge:

• Knowledge and experience of utilizing a service desk system, ensuring the system is always kept up to date
• Ability to create step by step how to guides.
• Knowledge and experience of Windows Operating Systems from Windows 7 upwards.
• Knowledge and experience of supporting and troubleshooting computer issues and peripheral devices such as printers, monitors, etc
• Knowledge/experience of the following:
  • Active Directory administration
  • DHCP, DNS, LAN, wifi and other network principles
  • MDM / BYoD systems
  • Anti-Virus software
  • Azure and/or Azure Active Directory
  • Powershell / Cloud Shell or other scripting languages

What's On Offer:

• Salary: Dependant on Experience
• Flexible working hours between 8am - 5pm (Monday to Friday)
• Opportunityto earn extra pay for on call hours when enough knowledge has been gained in the role

This role is based in our Stoke-on-Trent Head Office.