Senior Service Desk Engineers

Senior Service Desk Engineers

Monkton Business Park, Hebburn, Tyne and Wear

£25,000-£32,000 depending upon experience

Before you read on, take note:

At ITC Service we aim to recruit highly motivated, driven, client-focused individuals who want to continue training, learning and developing in an ever-changing IT environment.

We look for team players who, like the rest of our team, always go the extra mile for our clients.

ITC Service has a reputation for going ‘above and beyond’ and we look for team members with a ‘can do’ attitude. For us attitude and drive are critical.

We promote personal development and training as we are willing to fund further training and qualifications to develop the technical skills of our team members.

We have a fantastic team and we aim to only recruit those who will contribute and embrace the team spirit.

The Role

Our Senior Service Desk Engineers benefit from engaging in a range of tasks from assisting clients remotely through our Service Desk, to field visits, involvement in proative monitoring as well as project work.

Our engineers benefit from a lot of autonomy in managing their own workload and time.

As a business continually striving to deliver the highest quality service as well as offer an engaging workplace, we encourage and fund all of our engineers to complete regular training as part of their personal development.

Key tasks include:

  • Provide professional and friendly IT support and troubleshooting to clients via telephone and remote support for more complex issues beyond the remit of 1st Line and P1 tickets.
  • Promote a customer-focused approach to troubleshooting.
  • Accurately record time and follow incident management in our Service Management software.
  • Manage own workload, prioritise and organise time effectively.
  • Execute live changes to data and software in a controlled and authorized manner via approved change management procedures.
  • Suggest technical and process improvements to colleagues and Managers and implement them as directed.
  • Work with and establish relationships with third party service providers to ensure full end-to-end service provision.
  • Take responsibility and ownership of incidents and requests, escalating where required to relevant department.
  • Demonstrate documentation skills (reports, policies, procedures, workflows) as required.
  • Ad-hoc responsibility to cover RMM Alerts as and when required.
  • Identify reoccurring technical faults and recommendations to the escalations manager.
  • Assist within hours as well as out of hours project work where required.
  • Continue learning and developing skills through training opportunities provided.

Role Requirements

  • At least 2 years of experience working in similar role.
  • Fault finding and troubleshooting skills.
  • Good understanding of general MS Server, Virtualization, Storage and Networking technologies.
  • Good understanding of general network technology including WAN/LAN/WLAN.
  • Excellent communication skills.
  • Excellent documentation skills.
  • Able to work well as part of a team and use own initiative.
  • Have a broad awareness of new and emerging technologies.
  • Decision Making – able to show a willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision-making process.
  • Highly self-motivated – sets and achieves challenging goals.
  • Quality management – the ability to look for ways to improve and promote quality.



Desired Experience/ Skills

  • Microsoft Server Qualifications.
  • Microsoft Cloud Certifications: Azure, 365.
  • Virtualization Platforms.
  • Strong troubleshooting ability.
  • Hosted telephony experience.


The Benefits of working with ITC.

  • Outstanding Health insurance cover
  • Hybrid working opportunities
  • Employee Assistance Programme
  • Tiered Pension Scheme
  • Quarterly fully funded staff social events
  • Discounted broadband and tech
  • Excellent training and development opportunities
  • Casual dress code

Apply using this form

About ITC Service

We are a fantastic team! Ok, we are biased, but really – there’s a fantastic vibe at ITC Service. Our main HQ at Monkton is a great place to work; with funky artwork, lots of space and easily accessible from around the North East.

The company began with two founding directors and now is 30 staff strong. We have an exceptionally high staff retention rate and we are very selective in our recruitment process. We don’t want our clients dealing with a new engineer each time they call; long-term relationships and partnership is key to how we operate.

The team is a mix of administrative staff, 1st, 2nd and 3rd line IT engineers, account managers and not forgetting our fantastic apprentices. Our engineers have their own specialist areas and there is no IT issue that can defeat the team!

We are a sociable team, we get on, we work exceptionally hard and we have fun. We consume a lot of coffee and cake doesn’t last very long at our HQ!

Due to our ongoing growth we occasionally have employment opportunities which are found below.

Our recruitment process involves an initial written application, a first round of interviews with our Service Desk Manager and a Team Leader and a final interview and technical written task with our Directors.

We recognise that career development is important to our staff, we offer staff ongoing training and opportunities for skill development; this is monitored and coordinated through 6 monthly staff appraisals. There is also scope for career progression within the team.

We are extremely proud of our apprenticeship programme. Offering local young people a fantastic kick-start to their career. We have apprenticeship opportunities in IT, marketing and business administration. All of our apprentices have secured full-time employment with us on completion of their training.

Don’t Be A Stranger… reach out to us

Just write down some details and our fantastic team members will be in touch.

Contact Info