Service Desk Technician

Position Overview

Join our expanding support team as a Service Desk Technician based in Fishburn, Stockton-on-Tees. In this permanent, full-time role you will be the first point of contact for a diverse client portfolio in industries such as engineering, construction, accountancy, and auto mechanical engineering. You will provide top-class IT support over the phone and via remote tools, troubleshoot hardware issues during the 8hr shift (Monday-Friday), and assist 2nd and 3rd line teams when needed. Please note that daily office attendance is required and remote working is not available.

Key Responsibilities

• Premier Client Engagement – Act as the primary point of contact, addressing enquiries and technical concerns with professionalism.
• First-Class Remote Support – Provide exemplary 1st line support via remote access tools and swiftly resolve IT issues.
• Expert PC/Laptop Assembly, Repair, and Troubleshooting – Construct, repair, and troubleshoot systems to ensure optimal performance.
• Collaborative Project Support – Assist 2nd and 3rd line technicians and foster a cohesive team environment.
• Problem-Solving and Analysis – Use critical thinking and innovative solutions to identify and resolve issues.
• Documentation and Reporting – Maintain accurate records and provide comprehensive reports.
• Promote Excellence – Foster a culture of collaboration, continuous improvement, and high ethical standards.

Required Qualifications

• Proficiency in Microsoft Desktop Operating Systems (Windows 7/8/10/11) for effective troubleshooting.
• Familiarity with server operating systems (Server 2022/2019/2016/2012/2008) and key technologies like DHCP/DNS.
• Experience with Microsoft 365 is highly desirable.
• Strong timekeeping, communication, and customer-facing support skills.
• Ability to work calmly under pressure with a passion for continuous learning.
• Adaptability to evolving technologies and diverse client needs.

Preferred Qualifications

• Over 2 years’ experience in a similar role.
• Relevant certifications (e.g., Microsoft) are advantageous.
• Willingness to undergo DBS & BPSS security checks post-offer.

Benefits & Perks

• Salary: Up to £27,000
• Continuous Learning – Access to in-house and online training (Microsoft, Sophos, Watchguard) to enhance your skills.
• Health Care Scheme: Comprehensive well-being benefits.
• Private Medical Insurance: Coverage available after 1 year of employment.
• Extra Annual Leave – Enjoy an additional day off per year of employment.
• Complimentary soft drinks, tea, coffee, and breakfast items provided daily.