Service Desk Engineer

2 weeks ago

Durham, United Kingdom Waterstons Full time
A bit about us

Please ensure you read the below overview and requirements for this employment opportunity completely.
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 weve been awarded Gold Investors in People for a fourth consecutive time?
About the role
Were 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.
Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team's coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.
Day to day responsibilities
Be technical escalation for our junior members of the team
Adhere 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 Storage
Telephony: Microsoft Teams / Mitel
Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell
Desktops: Windows / MacOS
Cloud: 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 norm
Unlimited holiday allowance
EV car scheme (salary sacrifice)
Rest days
Room to grow with supported development opportunities and sponsored training
Enhanced family policies
If you ever need it, company sick pay and life assurance
Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance
Flexible 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
Waterstons are gathering the data in this application for the purpose of recruitment and to ensure we can contact you regarding this application. For information about what we do with your personal data see our Privacy Notice.

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