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Service Desk Engineer

Location: North East

Salary: £28,000 to £34,000

Job Type: Permanent

Job ID: 169235

Do you have hands-on experience working within IT Support?

Are you looking to get involved with several exciting projects?


An innovative tech company is looking for a Service Desk Engineer to join their team.


As a Service Desk Engineer you will be providing telephone, email, and remote support for external and internal customers. You will log all support calls and incidents using a ticket-based business management platform (Connectwise) and escalate and assign incidents to Senior Engineers when required.


The helpdesk is often the only contact a customer will have, therefore the ideal candidate will have excellent communication skills.



  • Provide customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines

  • Answer calls and emails promptly to a professional standard

  • Fault diagnosis and resolution, providing remote support when required

  • Meeting service level agreements and deadlines

  • Working effectively as part of the service team, often unsupervised

  • Escalating incidents to Senior Engineers when required

  • Active participation in continuous improvement activities and any training required for the role

  • Support at customer meetings with either the HOD, Team Leader or the Account Manager

  • Provide customer support documentation

  • Complete daily timesheets in line with company requirements

  • Alight with department procedures, ensuring that procedural activities and guidance are followed.

  • Comply fully with all standards in connection with ISO 9001 and ISO 27001


Essential Criteria:


  • ICT related qualification such as ITIL Foundation, intermediate Microsoft or CISCO qualification

  • At least 3-4 years of previous helpdesk experience including trouble shooting and problem resolution

  • Intermediate level of knowledge of systems hardware build and repair

  • Intermediate level of knowledge of installing operating systems, installation of removal of general software, dealing with virus infected machines and malware protection software.

  • Good customer service and communication skills

  • Ability to research a problem and find a solution using online resources

  • Ability to make decisions and prioritise own workload



Desirable Criteria:


  • Knowledge of terminal server environments preferably RDS

  • Knowledge of Microsoft Exchange

  • Administration of Azure or AWS cloud services

  • Security fundamentals


Future Career Progression:


Service Engineers will be supported and encouraged to progress into a Senior Service Engineer role.

If you’re interested in this position, send across your CV and a member of our team will be in touch!