Service Desk Engineer

About The Role

ITC Service is a leading Managed Service Provider based in Monkton Business Park, Hebburn.

We pride ourselves on being the friendly face of IT, always going the extra mile for our clients and business partners.

We make it a priority to understand the business needs of each of our clients who are from a diverse range of sectors, which enables us to form strong working partnerships and is reflected in our 97% customer retention rate.

We are a fantastic team! Ok, we are biased, but really – there is a fantastic vibe at ITC Service – where a positive culture is at the core of all we do for our team and our clients.

We are a sociable team, we get on, we work exceptionally hard, and we have fun.

We recognize that career development is important to our staff and the business, we offer staff ongoing funded training and opportunities for skill development; there is always scope for career progression within the team that is ever growing.

Working from our HQ in South Tyneside, this role is to provide technical support to our client base, ensuring their incidents are resolved in an efficient and professional manner.

The successful candidate is responsible for providing technical support and maintenance to all supported IT business systems, hardware, and applications and ensuring efficient resolution in line with SLA commitments.

A vital part of the role is to have the ability to offer exceptional customer service, through excellent written, oral, and organizational skills, whilst delivering technical resolutions to all issues. It is critical that you manage your own time and workload to process multiple incidents at the same time and ensure effective resolution.

Skills Needed

Essential:

Good understanding of various operating systems, Microsoft products, M365 + server knowledge
Excellent communication skills
Excellent documentation skills
Customer Focused
Able to work well as part of a team and individually
Maintain awareness of new and emerging technologies
Decision Making – displays a willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision-making process
Highly motivated – sets and achieves challenging goals
Quality management – the ability to look for ways to improve and promote quality.

Desirable:

Experience of working in a Managed Service Provider (MSP)
Related Academic Studies
MCSA Desktop
MTA – Desktop, Cloud, Server, Networks and/or security
MCSA Server

Desired Experience

A high level of technical skill is essential for this role, with a good understanding of various operating systems, Microsoft products, and hardware.

Essential:

At least 1 year of experience working in a similar role
Fault finding and troubleshooting skills essential
Good understanding of general Desktop, Microsoft Office, O365, and server knowledge

Job Benefits

Excellent Salaries: We look to provide the best salaries for our people.
Free Training: Is available to all at any point in your career.
Professional Development: Is available to all at any point in your career.
Salary Increases (Years in Service after 2 years) You can be safe in the knowledge that every year you will receive a £1,000 increase per year for the next 8 years. Regardless of other promotions
Health Insurance: We look to provide the absolute best medical cover possible for our team.
Employee Assistance Programme (EAP)
Dental & Optical Cashback
Annual Leave (Years in Service): an increase per year in your annual holiday entitlement for those who stay with us beyond 2 years
A tax efficient company pension scheme with additional contribution from ITC Service
Homeworking and Hybrid working opportunities
Quarterly Social Events
Assist to buy technology
Great place to work, enjoy a friendly spacious atmosphere with access to free parking, rest areas, kitchen, and free food facility.
cycle to work scheme
electric vehicle salary sacrifice scheme