Technical Services Engineer

As a Technical Service Engineer, you will play a key role in supporting end users by resolving technical issues, managing service requests, and maintaining accurate asset and configuration records. Working closely with colleagues across the wider ITPS team, you will provide high-quality technical support and contribute to the continued success of our managed services.

The successful candidate will be an excellent communicator with strong troubleshooting abilities and a passion for delivering exceptional customer service.

Core Responsibilities:

• Respond to IT incidents and service requests in a timely and professional manner.
• Diagnose and resolve hardware, software, and network-related issues.
• Escalate complex technical issues to the appropriate support teams when required.
• Maintain accurate ticket records and documentation within ServiceNow.
• Provide support for end-user devices, including laptops, desktops, mobile phones, and peripherals.
• Manage onsite IT assets and ensure Configuration Management Database (CMDB) records remain accurate and up to date.
• Collaborate effectively with remote support teams and wider operational functions.
• Deliver excellent customer service and build strong working relationships with users.
• Follow established processes, procedures, and service standards.

Essential:

• Previous experience within an IT Support, Service Desk, Desktop Support, or Managed Service Provider (MSP) environment.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications and services.
• Hands-on experience using IT Service Management (ITSM) platforms, particularly ServiceNow.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to prioritise workloads and manage multiple tasks effectively.
• Customer-focused approach with a commitment to service excellence.

Desirable:

• Experience managing IT assets and CMDB records.
• Understanding of networking fundamentals.
• Experience working within an enterprise or managed services environment.
• Relevant IT certifications (Microsoft, ITIL, CompTIA, or equivalent).

Pulled from the full job description

• Annual leave
• Employee discount
• Sick pay
• Company pension
• Cycle to work scheme
• Tech scheme
• Enhanced maternity leave, We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner.

With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions.

Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.

Employee Benefits:

· A clearly defined training and progression plan

· 27 days annual leave

· Your birthday off work

· Annual pay reviews

· Enhanced sick pay benefit (4 months full pay)

· Enhanced maternity leave benefit (4 months full pay)

· Enhanced paternity leave benefit (2 weeks full pay)

· Salary Sacrifice pension scheme match funded by the company up to 7%

· Salary sacrifice schemes - Cycle to Work, Tech & Home Scheme

· Electric Car Lease Scheme

· Perkbox membership and Costco card

· Virtual GP and Physiotherapy Service

Pay: £43,000.00-£45,000.00 per year