Service Desk Engineer
Position Overview
The Service Desk Engineer will provide technical software, hardware, and network problem resolution to clients. This role involves performing problem diagnosis and guiding users through step-by-step solutions in a desktop support-based environment. The engineer will also provide technical solutions in a user-friendly, professional manner, facilitate one-to-one end-user training as required, and ensure site technical documentation is maintained.

Salary & Benefits

The budgeted salary for this role is between £26,000 - £28,000 a year, depending on experience.

Click here for the list of benefits.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Answer inbound calls within an agreed answer time.

• Log all customer issues, queries, and requests into the ticket management system.

• Provide Level Technical Support, diagnosing customer issues and providing a high level of first-time fix.

• Manage and work to internal and customer SLA’s, escalating any concerns.

• Create and maintain customer-specific infrastructure documentation.

• Ensure end-to-end ownership of problem resolution.

• Manage client expectations through clear communications.

• Take responsibility for own continual professional development, ensuring up-to-date industry and technical knowledge.

• Undertake all other reasonable requests.

Qualifications & Experience

• Prior professional experience as a Service Desk Engineer supporting SMEs.

• Experience of working in a customer-facing role.

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

• Experience in Office 365 and Office Applications (Outlook, Excel, Word, PowerPoint) – basic troubleshooting.

• Knowledge of Windows client – basic troubleshooting.

• Understanding of Android – Basic troubleshooting.

• Ability to support multi-site clients.

• Strong communication skills, both verbally and in writing, to both technical and non-technical audiences.

• A methodical approach suitable for resolving client requirements.

• Capacity to manage changing workload and priorities, working both within a team and independently.

• Skills in installation, removal, and troubleshooting of third-party software.

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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