EtiCloud
is looking for a motivated and proactive IT Service Desk Engineer to join our awesome Cloud Managed Service team in Sheffield.
What's the job all about?
This role would suit someone who has experience in a similar IT / Desktop support role and has a high level of customer service.
What you will be doing:
* Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
* Answer support calls promptly and handle them in accordance with our documented processes.
* Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
* Build and maintain customer relationships.
* Actioning change requests for user accounts and systems.
* Deploy and maintain a wide range software on customer systems.
* Contribute to and help maintain our internal knowledge base.
* Educate users on how to use various software and systems.
* Maintain a strong knowledge of our companies' services and products to help effectively and efficiently respond to customers queries.
As a Service Desk Engineer, you will work closely with our wider Support team in supporting our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user workstations.
Working hours:
Our Service Desk runs Monday to Friday with shifts between
8:00am and 6:00pm
, plus a
late shift (12:00pm–8:00pm)
on a rota. There's also an
on-call rota
for out-of-hours support (don't worry, we'll explain how that works).
Skills and experience:
This role suits someone who has experience in a IT support environment, and experience of handling ticket logs, and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment.
Suitable candidates will have:
• IT and desktop support experience in a working / business environment
• Excellent attention to detail
• Good problem-solving ability
• Windows 10/11
• Active Directory
• Microsoft 365
• Strong Customer Service skills
It would also be advantageous to have experience of the following technology; however, training can be provided.
• Windows Server 2012 R
• Remote Desktop Services / Citrix
• VPNs
• VMWare vSphere
• Email Security Services
• Web Filtering
• Acronis Backup
If you do not have all the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams
Why join etiCloud?
Joining
etiCloud Ltd
isn't just about getting a job—it's about growing a career with one of the UK's leading cloud-based IT providers. You'll be supported every step of the way in a friendly, professional environment where your development matters. Here's what you'll get when you become part of our team:
* Competitive Pay
– We offer a salary that reflects your potential, with regular reviews to reward your progress.
* Annual Bonus
– Get recognised for your hard work with a yearly company bonus.
* Career Growth
– We're big on development. You'll have access to training, support, and opportunities to grow your skills and move up.
* 28 Days Off
– Enjoy 28 days of annual leave, including bank holidays, to relax and recharge.
* Pension Scheme
– Plan for your future with our company pension.
* Friendly Vibes
– Work in a supportive, down-to-earth team that's always ready to help.
* Modern Office
– Our Sheffield office is secure, stylish, and comes with kitchen facilities and a coffee machine to keep you fuelled.
* Free Parking
– No need to stress about parking—we've got free onsite spaces.
Apply now and take your next step in the world of tech with etiCloud