At a Glance
- Tasks: Provide top-notch technical support to end-users and troubleshoot IT issues.
- Company: Join Team Metalogic, a dynamic tech company in Caerphilly.
- Benefits: Enjoy a full-time role with competitive pay and professional growth opportunities.
- Other info: Be part of a supportive team focused on innovation and customer satisfaction.
- Why this job: Make a real difference by helping customers solve their tech problems every day.
- Qualifications: Strong knowledge of Microsoft and Apple systems; experience in IT support is a plus.
The predicted salary is between 31500 - 38500 £ per year.
Employment type: Full-Time
Department: Service Desk
Shift/Schedule: Generally work either 08:00-16:00 or 09:30-17:30 Monday to Friday.
Aim of the role: Provide technical support to end-users at customer sites.
Reporting to: IT Operations Manager / Service Team Lead
Job Objective: To provide reactive and proactive technical support to end-users in line with the Team Metalogic service standards, ensuring first-fix wherever possible and maximum levels of customer satisfaction through service delivery excellence. To help and aid Service Engineers with ticket escalations and help aid their technical progression with help and guidance on technical issues. To contribute to the business being a technical innovator, achieving mastery of their role, taking ownership and accountability for all that is delivered.
Summary of the persons that the employee will work with:
- Service Desk Engineers
- Service Desk Team Lead
- IT Services Manager
- Projects Team (Project Handover To Service Desk)
Skills and Competencies:
- Strong working knowledge of both Microsoft and Apple based operating systems.
- Strong working knowledge of Microsoft Office applications with an emphasis on the Office 365 product suite.
- Working knowledge of Windows Server administration and associated core roles including but not limited to Active Directory, Group Policy, DNS, DHCP, RDS & RemoteApp Deployment.
- Working knowledge of supporting and administering Microsoft Office 365 tenant accounts.
- A strong understanding of Microsoft Cloud Based Deployments (Azure Virtualization, Endpoint Manager, Virtual Networking).
- A strong technical understanding and ability to troubleshoot IT networks and associated infrastructure.
- An understanding of WAN connectivity technologies such as ADSL, VDSL, Ethernet.
- Familiar with business grade firewalls with emphasis on routing, port forwarding and NAT based policies (Palo Alto and Sonicwall Devices).
- Experience of working in a similar role.
Key Tasks:
- To be the direct escalations point for lower service desk staff members, providing immediate technical support and resolution where possible.
- To ensure that all incoming technical enquiries and escalations are correctly and accurately logged within internal call-logging and ticketing systems.
- To install/configure software remotely to end-user workstations, Virtual Servers for application deployment and physical servers where required.
- To support and troubleshoot client application and line-of-business software, liaising with third-party vendors where appropriate.
- Configure and troubleshoot Virtual Servers and application deployment via Remote App Deployment Services.
- Work with network related issues covering VOIP, Firewall, Switching and Routing and have a strong understanding of VLAN’s.
- To setup, configure and troubleshoot VPN’s for end-users.
- To assist end-users with connectivity issues (WLAN, LAN, etc).
- To identify, log and react to (or upscale where appropriate) monitoring alerts generated from across the customer estate regarding SNMP related tickets regarding our customers networks.
- To administer cloud-based SPAM filtering solutions including whitelisting, blacklisting, quarantine release, etc.
- To understand DNS to a high level, both external and internal DNS related issues.
- To administer client security software such as anti-virus, web filtering, etc.
- To support VOIP telephony systems and handsets.
- To support and remediate end-user errors including but not limited to lost files, settings, customisations, etc.
- To carry out preventative maintenance across the client estate.
- To work as part of a team to provide a high-quality support service appropriate to the needs of all end-user companies and their employees.
- To maintain the highest degree of customer service for all support queries and adhere to all service management principles and processes.
- To take ownership of end-user technical issues and be pro-active when dealing with day-to-day technical requests.
- To carry out daily client systems checks, reporting to the relevant support personnel where necessary.
- To maintain a consistent and thorough level of documentation across both service delivery and client configuration documents.
- To keep up to date with advances and practices in key technical areas as aided by the company continued professional development (CPD) programme and individual training plans.
Key Performance Indicators:
- Average customer satisfaction score of > 85% (4.25/5.00).
- Re-opened tickets < 5%.
- Tickets worked as a proportionately equal percentage of immediate team capacity.
We do receive a lot of interest in our roles, therefore regret that we can not respond to all CV submissions. Should you be invited in for an interview we will then be able to offer feedback post interview. Team Metalogic have the right to withdraw this job advert at any time.
Service Desk Engineer Team Metalogic HQ, Caerphilly, CF83 3GW (United Kingdom) Posted on 13 Jan 2026 employer: Guideposts Trust Limited
At Team Metalogic HQ in Caerphilly, we pride ourselves on fostering a collaborative and innovative work culture that empowers our Service Desk Engineers to excel in their roles. With a strong emphasis on professional development, we offer comprehensive training opportunities and a supportive environment that encourages technical mastery and career growth. Our commitment to employee satisfaction is reflected in our flexible working hours and a focus on delivering exceptional customer service, making us an outstanding employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer Team Metalogic HQ, Caerphilly, CF83 3GW (United Kingdom) Posted on 13 Jan 2026
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Guideposts Trust Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Guideposts Trust Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Guideposts Trust Limited!
✨Direct Apply to Guideposts Trust Limited
Let's not forget to apply directly through the Guideposts Trust Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Engineer Team Metalogic HQ, Caerphilly, CF83 3GW (United Kingdom) Posted on 13 Jan 2026
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Guideposts Trust Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Guideposts Trust Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Guideposts Trust Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
