Service Desk Engineer

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services and supporting both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service. This is a full-time role, based from our Newcastle office, working 38 hours per week.

The following include but may not be limited to the responsibilities of the Service Desk Engineer:

Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.

Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.

Troubleshoot and resolve issues related to user account management (password resets, unlocks, access requests).

Troubleshoot and resolve issues related to desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).

Troubleshoot and resolve issues related to basic network issues (Wi-Fi, VPN, DNS, DHCP).

Troubleshoot and resolve issues related to common business applications (SaaS tools, email, collaboration software).

Escalate complex or unresolved issues to Senior Engineers with detailed notes.

Ensure all tickets are resolved or escalated within agreed SLAs.

Maintain clear, professional communication with end-users and set resolution expectations.

Perform basic Active Directory & Microsoft 365 admin tasks.

Contribute to process improvements and knowledge sharing within the team.

We are looking for someone who enjoys helping people, communicates clearly, and takes pride in delivering a great customer experience. The successful candidate will bring strong customer service skills, a positive and professional approach, and the ability to listen, troubleshoot and support clients with patience and confidence.