Senior IT Service Desk Engineer
FM Conway is currently seeking a Senior IT Service Desk Engineer to join our busy and thriving IT Team. As our Senior IT Service Desk Engineer, you will act as the key escalation point between the Service Desk Engineers and the Infrastructure team, providing advanced technical support and ensuring a high-quality service is delivered across the business. You will also play a key role in mentoring team members, contributing to IT projects and driving process improvements. This is a permanent, full-time position based from our head office in Sevenoaks, Kent.
Responsibilities
* Act as an escalation point for 1st and 2nd line Service Desk Engineers, ensuring complex incidents and problems are resolved promptly.
* Take ownership of high priority issues, providing advanced troubleshooting and resolution across hardware, software, networking and applications.
* Provide mentoring, coaching and technical guidance to Service Desk Engineers to build team capability and knowledge.
* Lead by example in delivering excellent customer service and communication with end users.
* Support and contribute to IT projects, acting as the Service Desk lead where required.
* Proactively identify recurring issues and recommend permanent fixes, including process or technical improvements.
* Ensure knowledge base articles and team documentation are accurate and kept up to date.
* Assist with the administration of key systems such as Active Directory, Office 365, VPN, Oracle E‑Business Suite and Mitel.
Qualifications
* Strong understanding of PC (client and server) hardware, peripheral devices and basic network concepts.
* Experience with Active Directory and password resets.
* Proficiency in Microsoft Office support and Office 365.
* Solid understanding of Microsoft operating systems and Microsoft Office products.
* Valid driving licence (site visits may be required).
Benefits
* Career and professional development.
* 23 days holiday plus bank holidays.
* Company pension.
* Life assurance.
* Opportunities for internal and external training.
* Access to a wide range of shopping discounts through our Rewarding Great People platform.
* Health and well‑being benefits including 24‑hour advice lines and support from our mental health first aiders.
* Free access to our on‑site gym and subsidised restaurant.
About FM Conway
FM Conway is a business of families with over 60 years’ experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity and Excellence. The heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family.
The FM Conway IT team is a friendly and thriving team with ambitious plans for our future. We have a large team of IT support staff which includes Oracle Developers, Infrastructure Engineers, Web/Application Developers, Application Support Analysts, IT Help Desk Engineers and a team of Business Transformation professionals who work on a large range of business improvement projects. Our IT Team work on a variety of projects which include application development, business process change, BAU activities which include supporting our clients’ systems and system configuration, data analysis and integration support. Our 10‑year business strategy is based on our 3 pillars of self‑delivery, carbon and environment and technology. It is through these three pillars that we will drive greater efficiency and innovation for both FM Conway and our clients. This is a really exciting time to be joining the business as we transition through a huge period of growth.
Closing Date: 04/12/2025
FM Conway is an award‑winning equal opportunities employer. We recognise that our workforce should reflect our diverse communities and we are proudly committed to creating an inclusive culture in which we celebrate and value individuals from all walks of life.
At our heart we are a family that recognises and embraces individuality, so if you are excited about this role but you are unsure if you meet all of the criteria, we encourage you to apply anyway as you may still be the right candidate for this or another role we are recruiting for.
We look forward to receiving your application!
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