Role Overview: We are seeking a proactive and customer-focused Service Desk Support Engineer to join our team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for our users, no matter the time of day. This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services. Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role. Key Accountabilities / Responsibilities: Competence with helpdesk software or ticketing systems. Participate in team meetings and contribute to the planning process. Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system. Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools. Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness. Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting. Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution. Prioritize and escalate unresolved issues to other support teams as necessary. Offer proactive support and guidance on best practices for IT systems, security, and software use. Monitor system alerts and perform routine checks to ensure IT services are running optimally. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Assist in onboarding new users, setting up hardware and software, and configuring user accounts and permissions. Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Provide excellent customer service, maintaining a professional demeanor and ensuring high user satisfaction. Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies. Participate in training and development opportunities to improve technical skills and knowledge. Skills, Knowledge, and Experience: A degree or equivalent qualification in engineering (or a related field). Proven experience in IT support, technical support, or helpdesk roles. Familiarity with relevant engineering tools, programming languages, or technologies. Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams and SharePoint). Strong desire to learn and develop technical skills. Hands-on experience with tools like ServiceNow, Jira Service Management, or similar ITSM platforms. Ability to work independently and as part of a team in a fast-paced environment. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Strong problem-solving skills and the ability to troubleshoot hardware and software issues effectively. Strong customer service orientation, with a focus on providing timely and effective support. To demonstrate and work in line with the core values of Prolinx which will be taken into consideration for any reward and recognition processes for this role (i.e., performance management). Compliance with Company Policies, Procedures and Rules A condition of Employment as an Employee shall be, at all times, to comply with all Policies, Procedures and Rules of the Company, which include, but are not limited to: the Prolinx Integrated Management System (IMS) Manual, Prolinx Information Security Management System (ISMS) Manual and includes all Policies, Procedures and Rules specified in the Company’s Employee Handbook. Equal Opportunities Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements. The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support. The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers.