Service Desk Engineer
What is the role
As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services and supporting both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service. This is a full-time role, based from our Newcastle office, working 38 hours per week.
The following include but may not be limited to the responsibilities of the Service Desk Engineer:
Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.
Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
Troubleshoot and resolve issues related to user account management (password resets, unlocks, access requests).
Troubleshoot and resolve issues related to desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
Troubleshoot and resolve issues related to basic network issues (Wi-Fi, VPN, DNS, DHCP).
Troubleshoot and resolve issues related to common business applications (SaaS tools, email, collaboration software).
Escalate complex or unresolved issues to Senior Engineers with detailed notes.
Ensure all tickets are resolved or escalated within agreed SLAs.
Maintain clear, professional communication with end-users and set resolution expectations.
Perform basic Active Directory & Microsoft 365 admin tasks.
Contribute to process improvements and knowledge sharing within the team.
Who we are looking for
We are looking for someone who enjoys helping people, communicates clearly, and takes pride in delivering a great customer experience. The successful candidate will bring strong customer service skills, a positive and professional approach, and the ability to listen, troubleshoot and support clients with patience and confidence.
1+ years’ experience in Service Desk Engineer role
Service Desk Operations Proficiency – understanding how a Service Desk functions
Strong communication and customer service skill
Performance Management – ensuring tickets are processed within SLA.
Proficient in troubleshooting hardware, software, and networks
Familiar with Windows, macOS, Office 365, Google Workspace
Knowledge of ITIL processes, ticketing systems, remote support tools
Knowledge in networking and security awareness
Team player with initiative, attention to detail, and eagerness to learn
Certifications: ITIL 4, CompTIA A+/Network+, Microsoft 365 is a plus
What we offer
A friendly team environment with a strong technical support network
Broad range of options for training and developing your IT skills
Opportunity to work with the IT industry's latest technologies
Internal career growth for high performers and IT super-stars
Cost price on products from our suppliers
Lunches and snacks provided
Gym membership
Comprehensive Employer Assistance Program
Bonuses and incentives for upskilling
Referral bonus