The Service Desk Engineer plays an important role in improving service quality by providing clear technical insight, supporting major incident response, contributing to knowledge and problem management, and driving continuous improvement in line with Service Operations standards and OCU values.
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Provide second line, on site technical support for incidents and service requests that cannot be resolved remotely by the Service Desk.
- Take full technical ownership of complex incidents within the region through to permanent resolution.
- Carry out advanced troubleshooting across end user devices, workplace technology, applications, identity, access, connectivity, and peripherals.
- Attend sites across the allocated region to complete hands on fault resolution, equipment replacement, and setup activities.
- Act as the regional technical escalation point for 1st line support, providing guidance and decision making support.
- Identify recurring site based issues and contribute to problem management and preventative improvement activity.
- Support major incidents with on site technical presence and post incident review input.
- Maintain high quality technical documentation including asset updates, fixes, and site specific knowledge articles.
- Collaborate with Service Desk, Engineering, Workplace Services, and third party suppliers to stabilise services.
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3+ years’ experience in a 2nd line or advanced IT support role within a multi‑site or enterprise environment.
- Proven ability to resolve complex technical issues independently, including those requiring on‑site presence.
- Strong hands‑on experience supporting Microsoft 365, Windows, macOS, endpoint devices, and enterprise applications.
- Solid technical capability across identity and access management including joiners/leavers, MFA, and permissions.
- Experience supporting workplace and site‑based technology such as printers, meeting rooms, and shared devices.
- Demonstrable contribution to problem management and reduction of repeat incidents.
- Ability to operate autonomously in a field‑based role, managing workload, travel, and competing priorities.
- Strong communication skills with the ability to explain technical issues clearly to non‑technical users.
- High standard of technical documentation and asset record maintenance.
At OCU Group, we don’t just deliver infrastructure - we help power modern life.
As one of the UK’s fastest-growing utility and infrastructure businesses, we deliver complex, nationally critical projects across power, energy transition, water, telecoms, and digital infrastructure. Over the last five years, OCU has grown five-fold to a £1.1bn organisation, expanding both organically and through strategic acquisitions across the UK, Australia, New Zealand and India.
Our growth is driven by ambitious people, operational excellence, and a commitment to doing things properly. We work on projects that genuinely matter by supporting the UK’s energy transition, strengthening essential infrastructure, and helping build more sustainable communities for the future.
Whether you’re an experienced professional looking to take ownership of major projects and influence delivery at scale, or someone starting your career through an apprenticeship, graduate programme, or placement route, OCU offers real opportunity to grow, develop, and make an impact.
We are building a business where high performance, collaboration, innovation, and accountability sit at the centre of our culture. Our people are trusted to lead, encouraged to challenge thinking, and supported to continuously develop their skills and careers.
At OCU, you won’t just join a growing business, you’ll help shape it.
Our Culture & Values
At OCU, our values are at the heart of everything we do. We care about safety, lead with integrity, strive to be better every day, make a positive impact, and deliver to grow, together, as One Company United.
Our Commitment to Inclusion
At OCU Group, we believe diversity, inclusion, and belonging are fundamental to building stronger teams, better ideas, and a more successful business. We welcome applications from people of all backgrounds and are committed to creating an environment where everyone feels valued and supported.
As part of our commitment to fairness and equality, candidates may be asked to complete an equal opportunities monitoring form during the recruitment process. This information is used for monitoring purposes only and plays no part in hiring decisions.
We are proud to be a Disability Confident employer and are committed to offering interviews to candidates with disabilities or long-term health conditions who meet the essential criteria for the role.
To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing
[email protected].
