Service Desk Engineer

Service Desk Engineer (1st–2nd Line)

Location: Midlands

Hours: 09:00-17:00, Friday, Saturday, Sunday and Monday

Our client is looking for a motivated and enthusiastic Service Desk Engineer to join their growing managed services team. This is an excellent opportunity for an IT professional with experience in technical support who is looking to develop their skills across Microsoft technologies, networking, and managed services environments.

Role Overview:

As a Service Desk Engineer, you will be an integral part of the IT team, supporting the delivery of their managed services. You will play a key role in maintaining reliable systems, enhancing security, and optimising IT services across our growing and varied customer base.

This role includes responsibility for supporting weekend operations as part of a structured shift pattern, helping to ensure consistent service coverage for their managed customers. You will provide remote support to a diverse client base, including organisations within healthcare, finance, and professional services, with access to senior escalation where required.

In addition to reactive support, you will also be expected to carry out proactive and out-of-hours tasks such as patching, system maintenance, and service improvements, helping to minimise disruption during core business hours.

You will have experience working on a busy service desk, resolving technical issues efficiently, and delivering services in line with agreed SLAs. You will be comfortable handling escalations, prioritising workload effectively, and maintaining a high standard of customer care at all times.

Responsibilities:

• Completing Service Desk incident tickets, logged via their ticket system or phone line.
• Following customer and internal process for request tickets.
• Infrequently attending customer sites should there be a problem that cannot be resolved remotely
• Continuously learning and adapting to evolving technologies, with a drive to achieve certifications

Required Experience:

• Minimum of 2 years in an IT support role
• Strong troubleshooting skills for Windows desktop systems.
• Passion for IT and networking.
• Excellent communication skills and a customer service-oriented mindset.
• Ability to work effectively as part of a team
• Willingness to learn and adapt to evolving technologies.
• UK Driving Licence

Desirable Experience:

• Cisco CCNA or CCNP.
• Microsoft 365, Azure or Security Certifications
• CompTIA A+, CompTIA Network +
• Microsoft 365, InTune & Azure administration
• Microsoft Teams administration
• Windows Desktop Operating Systems
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Laptop/desktop and thin client support
• Backup Technologies (Acronis)
• Microsoft Server 2008 – 2022
• Exchange / AD Management / MS365
• Cisco Networking
• Fortinet Networking
• Ubiquity Networking

Company Benefits:

• Competitive salary and benefits package.
• Supportive and collaborative work environment.
• Remote working
• Flexible working hours
• Company funded exams and training
• Employee pension
• Exposure to exciting new technology
• Personal development plans, designed to support career progression

If you don’t tick all the boxes but feel you have a strong foundation with at least some of the skills and have the aptitude and drive to grown, learn and develop, then we want to hear from you. Apply through this advert and we will reach out to you