Service Desk Engineer

2 weeks ago

ShorehambySea, United Kingdom Focus Group Full time

Job Title - Service Desk Engineer

Reports to - Service Delivery and Operations Manager

Department - Enterprise

Salary - Up to £30,000 (DOE) plus on call allowance and overtime

Location - Shoreham by Sea

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Service Desk Engineer within our Enterprise team.

The Focus Enterprise team delivers complex and bespoke technical solutions for Focus Group’s large customers, as part of Focus Group’s major customer revenue stream.

You'll contribute to the delivery and achieved outcome of our Service Desk across the portfolio of Enterprise customers, making sure that services are being seamlessly delivered. This is an entry level position that will provide the successful applicant the opportunity to learn, hands on, a wide variety of technologies and skills with some of the top vendors in the industry.

Principle Responsibilities

  • Build and maintain strong customer relationships and improve Services to maintain customer satisfaction and retention.
  • Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.
  • Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.
  • Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).
  • Provide escalation to other lines of support group wide (eg 1st and 2nd line Telco, IT Support), gathering information and demonstrating excellent troubleshooting acumen.
  • Assist in the creation and delivery of local support processes (reactive alerting mechanisms, proactive scheduling systems, database management, spares holdings, lab builds, escalations etc).
  • Complete out of hours support as part of the on-call rota.

Requirements

  • Have a sound understanding of networking and cyber security concepts (LAN, WLAN, WAN, Firewalls)
  • Adopt a continuous learning mentality and maintain up to date working knowledge of Enterprise portfolio.
  • Attain and maintain appropriate certifications across the Enterprise portfolio.
  • Be independently motivated and a solid team player.
  • Communicate natively and fluently (in English), orally and in writing, and present complex information to both technical and non-technical audience (internal and external).
  • Be punctual and responsible with excellent time management.
  • Possess the ability to grasp technical concepts from the perspective of ensuring successful Service Delivery.
  • Be resilient and highly results oriented.
  • Show ability to work in a fast-paced deployment and operational services environment.

Don't let the requirements hold you back We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply - even if you don't tick every box.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

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