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Service Desk Engineer

Location: Gateshead

Salary: Upto £26,500 inclusive of shift allowance

Job Type: Permanent

Job ID: 168770

NRG are working exclusively with a leading IT service provider to recruit a Service Desk Engineer


The successful candidate will be a crucial part of the team providing effective front-line IT support to a diverse range of customers via telephone, email, and remote support applications.


This role entails working on a shift pattern: 4 days on, 4 days off, 4 nights on, 4 nights off.


Duties and Responsibilities


  • 1st line end user technical support with a particular focus on Windows, Linux and related technologies.

  • Implementing fixes and solutions where appropriate either via discussing directly with the customer, via email or via remote control

  • Liaising with onsite support / field engineers to provide technical support where required

  • Assisting other teams with troubleshooting and ticket management

  • Manage, categorise and prioritise 1st line tickets – including problems, queries and requests regarding Pulsant services as well as internal support functions

  • Escalating calls to Technical Resolution groups in a timely manner

  • Protecting and promoting the Company’s image by approaching all service issues in a positive and effective manner, responding immediately to fault calls and service requests

  • Adhering to contract specific Service Level Agreements and responding to customers within agreed SLA

  • Achieving and maintaining certifications as required

  • Network and server monitoring through automated Network Management Alerts and escalation to relevant support and Telco suppliers

  • Daily administration of customer and internal networks as part of managed service provision

  • Reporting on call performance and server health checks

  • Checking manufacturer websites for product updates and producing in house bulletins

  • Assist with provisioning and project work when required (including but not exclusive to) product evaluations, development of internal and customer training material, development of new Pulsant services and improvement of support processes.



Required Experience

  • Previous experience of working within an IT service provider environment would be desirable

  • Experience of providing IT support services

  • Experience of delivering results in a customer service / client focussed role

  • Basic understanding of servers – preferably in Linux and Cisco – and how they operate

  • Good technical understanding of various aspects of IT

  • Basic understanding of ISO / BSI and ITIL frameworks

  • Basic understanding of working with Service Level Agreements

  • An experienced customer-focused approach with a good understanding of business objectives

  • Experience in generating strong and lasting relationships with customers



Salary up to £26,500 inclusive of shift allowance.