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Specialist Service Desk Engineer

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ITC Service Ltd

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Location:
United Kingdom , Hebburn

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

34000.00 - 44000.00 GBP / Year
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Job Description:

The number one goal of everyone in our team is to make our clients exceptionally happy. The Specialist Service Desk Engineer plays a vital role in making sure that escalated issues across servers, networks and cloud platforms are managed and dealt with in a timely manner. The Specialist Service Desk Engineer handles escalated support requests for the Service Desk Team. They are assigned the support requests that Specialist Service Desk Engineers escalate for assistance.

Job Responsibility:

  • Work on and resolve escalated Service Desk Tickets and Projects
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with advanced remote troubleshooting
  • Remote Hardware Maintenance and Support
  • Use our Ticketing System to manage projects and resolve Service Desk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process
  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes
  • Work within the Projects Team to lead and deliver projects either onsite or remotely.
  • Assist with in hours as well as out of hours project work where required.
  • Plan, organize, and execute projects, coordinate with stakeholders, and manage timelines and resources effectively and independently.
  • Troubleshoot network issues, configure network devices, and implement network security measures.
  • Escalate tickets that require Service Desk Management support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Service Desk Management and Clients
  • Work with and establish relationships with third party service providers to ensure full end-to-end service provision
  • Create and maintain accurate documentation in the form of SOP’s and implementation guides
  • Create and maintain relevant technical documentation and training materials/workshops is a must, delivery of training and implementation materials for junior engineers would also form part of the role
  • Mentor the “Junior” Service Team Members and contribute to knowledge sharing across the team
  • Follow the schedules provided by the Service Desk Management or Service Coordinator / Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
  • Take ownership of a SPOC (Specialist Point of Contact) areas and maintain correct usage, provide relevant documentation and act as an escalation point for this area.
  • Act with Integrity, Trust & Communicate wells
  • Uphold ITC’s values of integrity, trust and communication in all interactions.
  • Communicate effectively to provide excellent service.

Requirements:

  • A love of (and ability to) Solve Problems & Challenges
  • Excellent communication skills, founded in being a good listener
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Experience using a Ticketing system / RMM Tool and PSA software (5 years minimum)
  • Experience providing support via remote tools (5 years minimum)
  • Experience handling Technical Service Tickets (5 years minimum)
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business (5 year minimum)
  • Professional IT Certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
  • Proficiency in scripting languages like PowerShell, Python, or Bash would be highly advantageous.
  • A strong understanding of network infrastructure, including LAN, WAN, routers, switches, firewalls, and VPNs, is crucial. Experience of Draytek and Unifi products would be a distinct advantage.
  • Proficient knowledge of system administration, including managing servers, operating systems, virtualization technologies, and ensuring optimal performance and security. In addition, Microsoft Entra, 365 and associated portals experience is required.
  • A strong understanding of security principles, best practices, and compliance requirements is vital
  • Familiarity with security protocols, access controls, vulnerability management, and be able to implement security measures to protect systems and data. Strong Security, Endpoint Manager and Compliance Policy portal experience would be a distinct advantage.
  • Driver’s license
  • The ability to keep up with & adapt to the fast-paced IT world
  • Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
  • Keep up to date with new processes, procedures and developments
  • The ability to follow our operational and cultural guidelines is a must – at ITC Service we believe that our commitment to our 4 pillars of Integrity, Trust, Communication and Service is what sets us apart from other MSP’s.

Nice to have:

  • Proficiency in scripting languages like PowerShell, Python, or Bash would be highly advantageous.
  • Experience of Draytek and Unifi products would be a distinct advantage.
  • Strong Security, Endpoint Manager and Compliance Policy portal experience would be a distinct advantage.

Additional Information:

Job Posted:
December 09, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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