We're looking for a Service Desk Engineer to join our expanding global Support Services team, supporting our diverse range of clients with their IT solutions. The engineer MUST have a love for technology and a desire to join a fast-paced, collaborative environment focused on continual improvement and customer experience.
We offer hybrid working, giving you flexibility in your place of work, but we do expect you to be in the office for 5 days a week during the first 6 weeks and then 3 days a week thereafter, in either our Durham or Glasgow office where possible. Shifts are 9.5 hours, working with the Australian team, including one weekend in four and public holidays. The UK team's coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.
Day-to-day responsibilities
1. Adhere to ITIL service management principles.
2. Provide technical support to colleagues and customers.
3. Ensure timely resolution and communication with customers throughout ticket ownership, including phone calls.
4. Design, implement, test, and document new processes.
5. Assist other teams within the business as required.
6. Support colleagues through coaching and knowledge transfer.
7. Handle incidents and service requests via phone, email, and self-service portals.
8. Communicate effectively with customers and resolve issues promptly.
9. Work within a larger team providing support from 1st to 3rd line, with potential on-site client visits nationwide.
10. Record work time for accurate billing.
11. Require at least 2+ years of experience in the IT industry.
12. Knowledge of ITIL framework, prioritization skills, and troubleshooting abilities.
During your time on our Service Desk, you will be exposed to various technologies, including:
* Infrastructure: Cisco, HP & Dell Switches, Cisco ASA, VMware, Veeam, Hyper-V, NAS, SAN Storage
* Telephony: Microsoft Teams, Mitel
* Servers: Windows Servers, Active Directory, Exchange, SCCM, PowerShell, Linux
* Desktops: Windows, MacOS
* Cloud: Microsoft 365, Exchange Online, Azure, AWS, Intune
Nice to have
* Experience in high-paced environments like MSPs
* Experience with LogicMonitor
* Scripting skills in PowerShell or Bash
Our main focus at Waterstons is helping customers build better businesses by blending technology and strategy. We have offices in the UK and Australia, working globally to deliver unique business solutions that add value.
Our people are our greatest strength. We offer unlimited holidays, flexible working, private medical healthcare, and more. We are proud to be awarded Gold Investors in People for the fourth consecutive time.
Benefits include:
* Work-life balance with flexible and agile working
* Unlimited holiday allowance
* EV car scheme (salary sacrifice)
* Supported development and sponsored training
* Enhanced family policies
* Company sick pay and life assurance
* Wellbeing initiatives, employee assistance, private medical insurance
* Flexible benefits like dental, eye care, season ticket loan, cycle to work
All colleagues require a security check due to client industry requirements. We are committed to creating an inclusive, diverse, and flexible workplace where everyone can do their best work and feel valued.
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