Service Desk Engineer

Service Desk Engineer – £28,000 – £30,000k with Bonus and Excellent Benefits – Cardiff (Hybrid) Ogi is a leading Welsh telco with big ambitions. We’re a network builder and operator bringing full-fibre services to communities across South Wales. Our Ogi Pro brand provides everything from telephony to managed IT services, alongside our high-capacity wholesale network that spans the M4 corridor. Backed by multimillion-pound private investment, we’re proud to be an employer of choice in Wales, creating hundreds of jobs across four offices. Join a purpose-driven team with a culture rooted in innovation that’s shaping Wales’s digital future! We’re looking for a Service Desk Engineers with a passion for technology and customer service. This is a customer-facing role, and we operate a first-contact resolution desk, covering our range of managed connectivity, network infrastructure, and cloud-based solutions. About you… You’ll naturally be interested in new and emerging technologies and stay ahead of the curve by sharing knowledge within the team. You’ll be working closely with the Business Solutions team to deploy, maintain, and improve the services we deliver to customers. We’re a Microsoft Partner, and you’ll have the opportunity to learn and progress as well as work with customers, suppliers, and colleagues in line with our core values, building strong relationships along the way. Our Service Desk Engineers are excited about their learning and development, engaging in certifications within structured learning paths. You should have a broad understanding of information technology and its application in the workplace, as well as experience in customer-facing environments. In terms of background/attributes, we’re looking for: * Previous experience in a customer-facing, technical role with an understanding of SLAs * Working within an ITIL framework * Understanding of IT/IP infrastructure and networks, LAN & WAN Networking, Routing, Switching & Firewalls * Understanding of the structures underpinning modern network communications, including IPv4 /IPv6 addressing and routing and the Domain Name System * Awareness of commonly used monitoring, analysis and orchestration protocols and tools such as Wireshark / PCAP tools & Remote Desktop management tools (RDP, Team Viewer, etc.) * Comfortable working out of hours as part of a rota and occasionally visiting customer sites It would be great if you have any experience of working in an MSP as well as experience with Microsoft Desktop and Server Operating Systems, common mobile platforms (iOS / Android), and Microsoft Office 365 / Azure cloud platforms. However, anything you are missing, you will be fully trained in! What you’ll be doing… We operate a small first-contact resolution helpdesk, so you should have experience in diagnosing and troubleshooting a range of technical issues, as well as be capable of taking ownership of customer issues and managing escalation within the team or with third parties as required. The Service Desk Engineer role will include, but not be limited to: * Supporting customers with incident management, restoring service, identifying problems, and contributing towards providing digital transformation for their businesses through the intelligent and effective use of appropriate cloud, network, and connectivity services * Assisting in the effective delivery of our range of business-to-business services * Triage and escalate issues to relevant Subject Matter Experts following SLAs and internal operating procedures, whilst retaining ownership of issues and delivering on our first-contact resolution commitment * Under guidance from Subject Matter Experts and the Service Delivery Manager, liaise with and escalate to third parties, including cloud services suppliers where appropriate * Carry out project-related activity following defined Work Packages * Carry out change management activity on customer cloud and network services, including creation, peer review, and execution of changes following our Change Management Processes * Carry out on-site installations and maintenance where appropriate * Provide input on problem management to identify and prevent recurring issues * Be part of an out-of-hours on-call engineer rota While the roles are predominantly office-based, you may be required to attend customer sites from time to time as well as work within data centres installing equipment in IT Racks. Next Steps? Please get in touch for more information and a confidential chat, even if you don't tick all the requirements but think you'd be a good fit. By applying to this advert, you are giving Ogi the authority to hold and process your data in line with our privacy policy, which can be found on our website