1st Line Infrastructure Engineer
Are you looking for a role within a Service Desk support team? Would you like to be part of a growing operational support team?
What will you be doing?
* Provide first line customer support in response to incidents and service requests, including technical assistance for computer systems, software and hardware for company‑supported and military specification applications and platforms.
* Maintain accurate ticket progress in the internal service desk system, updating each ticket assigned to ensure timely resolution.
* Interact with users in person, by phone, e‑mail or through formal ticketing systems.
* When issues exceed first‑line remit, correctly categorise and route to the appropriate second‑line or third‑party resolver team.
* Perform fault finding and troubleshooting efficiently.
* Ensure high customer satisfaction by responding promptly and professionally to enquiries and escalations, while building strong relationships with all Leidos business partners.
* Manage time effectively, prioritising work with minimal supervision.
* Continuously monitor support workload to ensure applications and hosted environments are supported in line with business priorities.
* Attend on‑site full‑time; no opportunity to work from home.
* Work a 7.5‑hour daily shift (0700‑1900).
Skills
* Previous service desk experience preferred.
* Strong IT knowledge, especially Microsoft applications.
* Excellent customer service skills.
* Ability to manage and prioritise tasks in a fast‑paced environment.
* Strong communication skills, written and verbal.
* Capability to work under pressure in an operational setting.
* Experience with ServiceNow and Jira Service Desk desirable.
Benefits
* Contributory Pension Scheme
* Private Medical Insurance
* 33 days Annual Leave (including public and privilege holidays)
* Flexible benefits: life assurance, health schemes, gym memberships, annual buy‑and‑sell holidays, cycle‑to‑work scheme
* Flexi‑time working
Commitment To Diversity
We welcome applications from all individuals and are committed to a diverse and inclusive culture. If you require reasonable adjustments during the application and selection stages, please let us know.
Commitment to Non‑Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.
Candidate must be eligible to undergo security clearance (DV) and maintain clearance.
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