Service Desk Engineer

About Waterstons

Role Overview

Working Arrangements

• The role offers hybrid working with regular office attendance encouraged in either the Durham or Glasgow office.
• Shifts are 9.5 hours and support the Australian team, including one weekend in four and public holidays.
• UK team coverage is generally from 7:00 am to 11:00 pm, and the role is eligible for a £2.5k shift allowance.

Day-to-day Responsibilities

• Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
• Deliver high-quality technical support focused on exceptional customer experience.
• Keep customers informed throughout the lifecycle of their tickets.
• Apply ITIL principles to ensure consistent and reliable service delivery.
• Take ownership of issues through timely and effective resolution.
• Improve, test, and document processes that enhance service quality.
• Collaborate with other teams to provide a seamless customer experience.

Essential Experience and Skills

• At least 2 years of experience within the IT industry.
• Knowledge of ITIL, work prioritization, and major incident management.
• Ability to demonstrate technical troubleshooting skills.
• The role provides exposure to Cisco, HP and Dell switches, Cisco ASA, VMware, Veeam, Hyper-V, NAS, and SAN storage.
• The role provides exposure to Microsoft Teams, Mitel, Windows Servers, Active Directory, Exchange, SCCM, and PowerShell.
• The role provides exposure to Windows, macOS, Microsoft 365, Exchange Online, Azure, AWS, and Intune.

Benefits

• Benefits include flexible working, unlimited holiday, an EV car scheme, supported development, and sponsored training.
• The package includes enhanced family policies, company sick pay, life assurance, wellbeing initiatives, and private medical insurance.
• Flexible benefits include dental cover, eye care support, a season ticket loan, and a cycle-to-work scheme.