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IT Service Delivery Engineer

Location: North East

Salary: £25,000 to £27,000 DOE

Job Type: Permanent

Job ID: 168885

We at NRG are working very closely with our industry leading, resort-based client in the Northeast to help find a highly proficient IT Service Delivery Engineers. One who can assist them at a time of great investment, infrastructure changes and exciting IT projects.


The responsibilities of the role are as follows:

    • Ensure calls in the service desk queue do not breach Service Level Agreements (SLAs)

    • Ensure calls are resolved quickly, accurately and to the customer’s satisfaction

    • Manage the incident, change, risk and problem management elements of the service to ITIL Standard

    • Coordinate and Manage 3rd parties onsite as required.

    • Deliver project tasks scheduled via Workforce Planning

    • Ensure scheduled activity is delivered on time and to specification

    • Ensure new products and services are accepted into service with all compliance, documentation, and governance measures in place.

    • Take part in project activity where your specialist skills are required.

    • Perform routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.

    • Ensure security and patching activity is maintained accurately

    • Manage security aspects of the service to ISO27001 Standard

    • Comply with audit requests from the business

    • Deliver Business as Usual (BAU), reactive and planned activity

    • Ensure As-Built documentation accurately reflects the operating environment and is updated after every configuration change.

    • Cease legacy services as required and ensure graceful retirement of aging equipment

    • Take part in service reviews, equipment reviews and offer expert advice when selecting new products and services.

    • Maintain the supply chain quality with regular supplier service management meetings

    • Maintain a clean, tidy, and organised working environment.


The ideal candidate will be:

  • Experienced technical practitioner who understands the needs of the business, the forward-looking strategy, and the underlying technology stack.

  • A good communicator, naturally curious with a keen eye for detail and strong documentation skills. An expert in sharing technical information.

  • Clear, logical thinker, good at articulating complex problems in wider business terms. Evidence driven approach to solving issues

  • Good technical supplier negotiation skills to ensure beneficial contract agreements.

  • Technical understanding of Telephony, Networks, Security, Routing and Communications protocols

  • Strong knowledge of security principles including but not limited to ISO27001

  • Strong knowledge of Microsoft Technology stack

  • Experienced in prioritising activities to support operational requirements

  • Self-motivated, pro-active with a can-do attitude determined to succeed in own and teams’ goals. Self-confident to be able to report at all levels of business

  • Able to work under pressure in a fast paced, challenging environment

  • Demonstrable enthusiasm and passion for delivering service and a keen advocate of using technology to deliver business value.

  • Travel UK wide as needed