Service Desk Engineer

3 weeks ago

Durham, United Kingdom Waterstons Full time

A bit about us

Our main focus at Waterstons is to help our customers build a better business by blending technology and strategy.  We have offices in the UK and Australia.  Our team also work across the globe to provide unique business solutions that directly adds value to our clients’ businesses.

Our clients tell us our people are our greatest strength, and who are we to disagree? We believe in our colleagues, and we make it a priority to reward their hard work. Unlimited holidays, flexible working, and private medical healthcare.  These are only some of the amazing things we offer.

Did we also mention that we’ve been awarded Gold Investors in People for a fourth consecutive time?

About the role

We’re looking for a Service Desk Engineer to join our expanding global Remote Services team, supporting our diverse range of clients with their IT solutions. The future engineer MUST have a love for technology and a desire to join a fast-paced, collaborative environment focussed on continual improvement. 

We offer hybrid working giving you flexibility in your place of work, but we do strongly encourage regular office attendance in either our Durham or Glasgow office, where possible.

As this role forms part of our 24-hour Service Desk support offering, there is a requirement to work extended hours and occasional weekends and bank holidays. Shift times are 7:00am – 3:00pm, and 3:00pm – 11:00pm on a rotation basis working weekends.

Day to day responsibilities

Be technical escalation for our junior members of the teamAdhere to ITIL service management principles.Provide technical support to colleagues and customers, acting as an escalation point for any issues highlighted from our first contact swarms.Ensure timely resolution and regular communication with customers throughout the ownership of tickets.Design, implement, test and document new processes.Assist other teams within the business as required.Support colleagues by way of coaching and knowledge transfer

Some of the skills we are looking for

Essential

At least 2+ years of experience within the IT industry.Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills.

During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. Below is an example of the types of technologies that you will see on a day-to-day basis:

Infrastructure: Cisco, HP & Dell Switches/ Cisco ASA / VMware / Veeam / Hyper-V / NAS / SAN StorageTelephony: Microsoft Teams / MitelServers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell Desktops: Windows / MacOSCloud: Microsoft 365 Administration/ Exchange online / Azure / AWS / Intune 

Waterstons perks

As well as offering a competitive salary, we have an attractive benefits package including:

A healthy work life balance with flexible and agile working being the normUnlimited holiday allowanceEV car scheme (salary sacrifice)Rest daysRoom to grow with supported development opportunities and sponsored trainingEnhanced family policiesIf you ever need it, company sick pay and life assuranceSupported wellbeing with regular initiatives, an employee assistance programme and private medical insuranceFlexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating and an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

Privacy Statement

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