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Service Desk Engineer - Internal Support

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Date: 20-Jul-2021

Location: Leamington Spa, GB, CV31 3RZ

Company: Lloyds Register

About Nettitude


Nettitude, a Lloyd’s Register company, is an award-winning provider of Cyber Security and Assurance, Incident Response and Technology services to organizations across the world. We are at a very exciting stage both in terms of our company but also in the Cyber Security marketplace. We are looking for the right people to join us as we embrace the challenges thrown up by the advancements within the IT industry and within the threats faced. Nettitude will be at the forefront of this arena and we want to seek the right people to join the team and make it happen. Find out more about Nettitude at https://www.nettitude.com/



The role


There is a new, exciting opportunity for a Service Desk Engineer to join Nettitude’s existing dynamic Global Internal Support Team.

To assist Nettitude in becoming a renowned, market-leading provider of managed security and support services.


You will be working primarily on 1st and 2nd line internal requests and incidents. You will be expected to resolve and document issues within our standard procedures and ticket management system. You must be able to diagnose and troubleshoot issues.





This role is office and remote based. We can support working from across the UK, however there will be a requirement to attend the office when the restrictions allow. All applicants will require residence in the UK.



What you’ll be doing in your role:


In your role you will:


  • Act as the primary contact for the Internal Support Team
  • Answer contacts promptly, professionally, and adhering to the SLA’s
  • Resolve customer queries using relevant tools and systems
  • Manage end to end all contacts logged, providing regular updates to the customer tickets status
  • Invoke the Escalation Procedures within the defined time frames
  • Work to achieve individual and team goals
  • Complete desk specific or ad-hoc requests/tasks/training
  • Ensure quality standards are adhered to regarding both tickets and calls
  • Continuous document validation
  • Protect confidential/sensitive data and materials
  • Escalate tickets to other resolution teams for validation.
  • Monitor ticket queues and handle tickets within SLA’s
  • Proactively contribute to the achievement of the Internal Support SLA’s
  • Keep up to date with the latest security and technology developments
  • Generate reports for both technical, non-technical staff, and stakeholders
  • Software deployment



 Key skills:


The following are strong recommendations and in most cases prerequisites of the role:


  • Strong knowledge and administration with M365, Microsoft and Core Infrastructure technologies, an understanding of Microsoft systems (Windows 10, Server 2012 - 2019 and Endpoint Manager)
  • In depth and demonstrable experience providing best in class support to enterprise level customers using ITIL frameworks
  • An understanding and experience in the configuration, management and maintenance of desktop systems and infrastructure
  • Experience with Cloud based technologies (O365, Azure, Mimecast)
  • Experience in performing Infrastructure upgrades and maintenance activity
  • Ability to troubleshoot technical, multi-site and multi-disciplinary problems and incidents, demonstrate excellent analytical troubleshooting skills and ability
  • Experience with Service & Support desk ticket handling within SLAs, with an ability to work under pressure and to tight deadlines
  • Excellent communications skills with a positive and proactive attitude towards customer issues




  • Working knowledge and experience with administration of Switching & routing devices
  • Working knowledge of Server Operating systems
  • Experience or interest in IT Security or Certifications in the same



What we offer:


We offer you an exciting working environment with intellectual challenges, responsibility and high level client interaction. An attractive remuneration package will be provided.





Are you interested in this job? Apply now via the ‘apply’ button and upload your C.V. and cover letter


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