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Salary: 
£27,000
- £28,000
Location: Nottingham, East Midlands
Our Reference: MV12335
>> View More Roles in this Sector 

Key Details

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Contact Alice 
about this role.
07494 454 777
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Thank you for taking an interest in the role advertised. We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance. 

If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role. 

However, we endeavour to consider all applicants for future opportunities; should you wish to speak to the named consultant about your application, please contact us directly.

1st Line Service Desk Engineer - 24/7

  • Salary: £27,000 – £28,000 pa, DOE  
  • Working Hours: 37.5 hours per week
  • Shift Pattern: Initial 8-week onboarding – in Office – Mon - Fri - 9am - 5.30pm
  • Post-onboarding: Varied Shifts Depending on Business Requirements (day/night/weekend shifts possible)
  • Location: BAU Hours in Nottingham Office / Out of Hours Shifts – Remote
  • Benefits: Comprehensive & competitive benefits package  
  • Industry/Sector: IT Managed Services

This is an excellent opportunity for an experienced 1st Line Service Desk Engineer looking to move away from the usual 9-5, into an integral role providing technical support to customers with out-of-hours managed service contracts. 

There will be an 8 week office-based onboarding/training program (Mon-Fri 9am-5.30pm) to get you up to speed, once complete your shift pattern will vary, with the option to work your out of hours shifts remotely!

Roles & Responsibilities:

  • Handle incoming incidents and requests from out-of-hours contract customers.
  • Ensure incidents and requests are acknowledged and responded to within agreed timeframes.
  • Deliver clear, professional responses to incidents and requests, ensuring consistent communication throughout the customer's support hours.
  • Set realistic expectations, clearly outlining timelines and next steps, keeping customers informed as incidents and requests progress to a resolution.
  • Stay up to date with internal processes, regularly review knowledge articles and online resources, and collaborate with team members to deliver first-time fixes whenever possible.
  • When necessary, escalate incidents and requests to internal teams or external parties, ensuring effective collaboration until resolution.

Skills & Experience:

  • A minimum of 1 years’ experience within an IT Support position.
  • Customer Service: empathy, active listening, and a polite, professional telephone manner when interacting with users.
  • Service Desk: experience providing technical support to external customers, or within a technical support team within a large multi-site business.
  • Incident & Request Management: experience handling incidents, requests, or cases within a ticketing system (e.g. ServiceNow.)
  • Strong diagnostic approach, attention to detail and effective fault-finding.
  • Excellent time management skills and the ability to work on your own, and prioritise workload.

Technical Experience:

  • Windows Troubleshooting: Experience in troubleshooting hardware and software issues on Windows 10 and 11 systems.
  • Microsoft Systems: Hands-on experience with Active Directory (Azure and On-Prem) and Microsoft 365 (Exchange Online, Teams/SharePoint Admin Centre).
  • Intune Management: Experience using Microsoft Intune for Device enrolment, App deployment and Device configuration

AND/OR:

  • Apple Device Management: Experience with Jamf Pro and/or Jamf School, including managing Smart and Static Groups, deploying apps, renewing DEP, VPP, and APNS certificates.
  • Familiarity with policies and configuration profiles.
  • macOS & iOS Troubleshooting: Strong experience in diagnosing and resolving hardware and software issues on macOS and iOS devices.

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