As a Senior Service Desk Engineer at ITC Service, you’ll take the lead on complex technical challenges – providing advanced remote support, mentoring colleagues, and keeping client systems secure, stable, and productive. You’ll be trusted to handle escalations across hardware, software, and network environments, working closely with our specialist engineers and management team to deliver rapid, reliable outcomes.
The number one goal of everyone in our service team is to make our clients exceptionally happy. The Senior Service Desk Engineer plays an important role in making sure that happens and resolution of any issues raised is dealt with in a timely manner.
As well as having the technical knowledge, 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. Learn more about us on our website.
Required skills
- A love of (and ability to) solve problems & challenges
- Great communications skills, founded in being a good listener
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Advanced understanding of operating systems, business applications, printing systems and network systems
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing client experience
- Advanced knowledge of IT applications, software & hardware
- The ability to speak both Geek and Human
- 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
Desired Skills & Attributes
- Experience using a ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling technical service tickets
- Professional IT certifications in particular CompTIA, Microsoft and related Vendors e.g. Security Products
- Client experience certifications such as Helpdesk Habits etc.
- Experience working either on a helpdesk or for a Managed Service Provider (MSP) / IT support business.
This role is full time 8am-5pm Mon-Fri at our Monkton HQ NE31 2EX.
Our Interview Process
We use Harrison Assessments as part of our application process. Please complete this as the first part of the application https://survey.harrisonassessments.com/dqwe-uki8-ck52
The 2nd stage is an informal chat about your experience and your requirements in the role as well as ours.
Successful candidates will then take part in a teams interview with the individual team leader in attendance
The final part of the process is a face to face interview with your potential Team Leader and Chief of Service Delivery Officer and includes an introduction to our office and the people that may end up being your potential new team mates.
At ITC Service it is important that we build our team to support our longer-term vision and core values. We are building upon an already awesome company culture and we believe our strength lies in our people.
Job Types: Full-time, Permanent
Pay: £29,000.00-£34,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Work from home
Ability to commute/relocate:
- Hebburn, Tyne and Wear: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Technical support: 3 years (required)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
