Service Desk Technician – Level 1.5

Role: Service Desk Engineer (Onsite)

Location: Luton

Salary Range: £26,000

About Us:
We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security, and data recovery since 2002.

As part of Advania, we are backed by a leading technology services and solutions provider and the most awarded Microsoft partner in the UK.

Position Overview:

To provide technical software, hardware, and network problem resolution onsite to the client. Perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment. Provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Responsibilities:

Ensuring the smooth running of our client’s systems and network infrastructure ensuring they get maximum benefits from them.

Activities may include:

1. Log and investigate customer tickets, applying a permanent fix or an agreed workaround to restore service.
2. End to end ownership of a customer ticket, identifying the underlying cause and managing the implementation of a permanent solution, escalating to the Service Desk as necessary.
3. Manage and work to internal and customer SLAs, escalating any concerns.
4. Manage client expectations through clear communications.
5. Work closely with the customer to maintain and support the infrastructure.
6. Action hardware and software installations.
7. Create and maintain customer-specific infrastructure documentation.
8. Work closely and escalate to Senior Engineers when necessary, sharing information to enable the resolution of issues confidently and effectively.
9. Take responsibility for own continual professional development, ensuring up-to-date industry and technical knowledge in line with business needs.

Qualifications & Experience:

• Proven experience as a service desk engineer (can be Apprentice or Technician level) supporting SMEs.
• Experience of working in a customer-facing role.
• Familiar with working to SLAs to meet both customer and contract requirements.
• Able to communicate verbally and in writing to both technical and non-technical audiences.
• Creative, analytical problem solver with the ability to apply original and innovative thinking.
• Methodical approach suitable to resolution of client requirements.
• Able to manage changing workload and priorities.
• Able to work both within a team and using own initiative.
• Basic understanding and ability to troubleshoot issues using Office 365 based email, SharePoint Online, Windows 11, InTune, and Windows Server (latest versions).
• Active Directory – configure new users, new OU’s, resolve issues.
• Group Policies – understanding and ability to troubleshoot basic issues.
• PC hardware – diagnose and upgrade hardware and firmware.
• Server hardware – understanding of Raid configurations and iLO.
• DNS – understanding of DNS.
• Can do attitude.

Click here to explore our company benefits.

At Advania, we are dedicated to the growth and development of our employees, which is reflected in our diverse learning ecosystem. Whether through self-paced online courses or provider-led training sessions, Advania ensures that all employees have access to valuable learning opportunities. We offer a range of benefits designed to support training for personal development, business needs, and client requirements.

Discover how LinkedIn Learning has become our central Learning Experience Platform (LxP) driving skill development across our organization by reading our LinkedIn Learning Case Study.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.