Service Desk Telephony Engineer Working Pattern: Monday to Friday (37.5 hours per week) What we’re all about… At Agilico we’re on a journey to build a better future for our people and planet. We’re proud to be the UK’s pioneering Circular-First workplace technology business. From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, we’re dedicated to integrating sustainable practices throughout our operations. We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow. Job Summary We’re offering a fantastic opportunity to join our Gateshead-based team, working closely with an office based IT team for a national Managed Service Provider, where you'll continue to handle first-line responsibilities while gaining hands-on second-line experience and training on the job. This hybrid role is perfect for someone who thrives on solving problems, loves learning new tech, and is ready to grow into a more advanced support position. What you’ll be doing Acting as the first point of contact for network and telephony support issues, via phone, email, and service desk system Troubleshooting and resolving a wide range of first-line technical issues related to hardware, software, applications and mobile devices Escalating more complex issues appropriately while working alongside the wider team to build your knowledge and skills Taking ownership of tickets from logging through to resolution or escalation, ensuring a timely and professional service Documenting resolutions and contributing to an evolving internal knowledge base Collaborating with the wider Professional Services team to ensure consistent service delivery across the organisation Identifying recurring issues and contributing ideas to improve efficiency and reduce incident volume What we’re looking for Experience in a 1st line support role with strong troubleshooting skills, including knowledge of Networking, VoIP, SIP, PSTN and mobile networks. A customer-focused mindset and excellent communication skills A keen interest in expanding your technical knowledge and progressing to second-line support Ability to work independently and as part of a collaborative, distributed team Comfortable working in a hybrid environment, with regular office presence in Gateshead What’s in it for you Opportunities to progress and grow your career in a growing field for the company Wage bonuses based on achieving new qualifications 23 days holiday plus bank holidays, rising to 28 days after 5 years Stakeholder pension scheme & death in service benefit. Agile Perks reward platform offering discounts and great deals Healthcare cash plan covering everyday expenses such as opticians, dentist etc. Cycle to work scheme Volunteer Days, first day at school days Referral bonuses if you nominate a friend or a new customer Employee Assistance Programme – free advice on relationships, mental health and financial planning and more. Enhanced Maternity and Paternity scheme