Service Desk Engineer

Service Desk Engineer
Position Overview
We are looking for a Service Desk Engineer to join us in a dedicated onsite role for a client in Stoke-on-Trent. This is a great role for a candidate with professional IT support experience who is looking to partner closely with a client in a face-to-face setting.

Salary & Benefits

The budgeted salary for this role is between £28,000 - £32,000 a year, depending on experience.

Click here for the list of benefits.

Responsibilities
In this role, you will provide technical support to a specific client, with the support of an IT Manager and a senior engineer. You will have the opportunity to perform problem diagnosis and guide a variety of users through step-by-step solutions across technical software, hardware and network domains. This is a varied role where you can build your onsite support exposure and continue to build on your technical skill set.

What Success Looks Like

• Answering inbound calls within an agreed answer time.

• Logging all customer issues, queries, and requests into the ticket management system;

• Providing a range of technical support across software, network and hardware areas.

• Managing and working to internal and customer SLA’s, and escalating any incidents requiring additional support.

• Creating and maintaining customer specific infrastructure documentation.

• Managing client expectations through clear communications.

Qualifications & Experience

The right candidate for this role will have:

• Professional experience as a service desk engineer supporting small or medium-sized businesses.

• Familiarity with working to SLA’s to meet both customer and contract requirements.

• Ideally experience within an IT outsource or managed service provider, although other backgrounds are welcomed.

• The capability to communicate verbally and in writing to both technical and non-technical audiences.

You will be technically familiar with:

• Office 365

• Office Applications – Outlook, Excel, Word, PowerPoint – basic troubleshooting.

• Mimecast

• Hardware and hardware replacements

• Firewalls and switches, being able to upgrade firmware, push updates and do server maintenance

• Installation, removal and troubleshooting of 3rd party software

• Basic troubleshooting of Windows Client and Android

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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