At a Glance
- Tasks: Support customers using Prohire software while developing your technical skills.
- Company: Fast-growing UK SaaS company transforming vehicle rental and asset hire.
- Benefits: Competitive salary, gym membership, private healthcare, and hybrid working model.
- Other info: Clear opportunities for career growth and advanced technical training.
- Why this job: Join a supportive team and tackle real technical challenges in a modern environment.
- Qualifications: Customer service skills, basic SQL knowledge, and a proactive approach.
The predicted salary is between 30000 - 42000 € per year.
Prohire Software is a fast-growing UK based SaaS company transforming the vehicle rental and asset hire industry. Our ProhireCloud platform and supporting product set helps businesses to run smarter, more profitable operations, while our group culture champions innovation, accountability and collaboration. We’re proud to combine the agility of a scaling tech business with the stability and deep sector expertise our customers rely on.
The Role
We’re looking for a Service Desk Engineer to join our established and growing Service Desk team. This is a hands-on, customer-facing role where you’ll support customers using the Prohire platform while developing your technical capability across software support, SQL, reporting, infrastructure, and customer training. You’ll be working at the heart of our SaaS operation — troubleshooting issues, supporting live customers, and contributing directly to the quality and reliability of our service. This role is ideal for someone who enjoys problem-solving, takes ownership, and wants to grow their technical skillset within a modern, product-led business.
Key Responsibilities
- Build strong working knowledge of the Prohire software suite and associated products used within the vehicle rental industry.
- Provide high-quality technical support to customers via phone, email, and remote assistance.
- Log, prioritise, and categorise support tickets using Halo ITSM, ensuring accurate documentation and clear outcomes.
- Investigate, diagnose, and resolve software-related incidents and service requests.
- Install and maintain software within hosted Windows (Hyper-V) environments.
- Deliver customer training to support effective use of the Prohire platform.
- Apply updates and patching to internal infrastructure where required.
- Identify, troubleshoot, and escalate software defects and enhancement requests, feeding into internal change and development processes.
- Write and maintain SQL queries for database support and maintenance activities.
- Create and maintain reports providing financial and vehicle management insights for customers.
Candidate Requirements
- Strong customer service and telephone support skills.
- Experience working within a structured Service Desk environment.
- Basic SQL knowledge (writing select statements, using where clauses, simple joins, and ordering/filtering results) with a desire to develop more advanced capability.
- Ability to take full ownership of tickets, from initial diagnosis through to resolution, ensuring SLA targets are met and customers are kept informed.
- Strong written, verbal, and analytical problem-solving skills.
- Proactive, motivated approach with a willingness to learn and take on new challenges.
- Experience supporting Windows environments and associated hardware (e.g. routers, printers, tablets, network devices).
- Stronger SQL capability, including complex joins, aggregates and subqueries, with experience troubleshooting data issues, producing detailed reports, and understanding relational database design.
- 2–3 years’ experience working within an ITIL-aligned Service Desk.
- ITIL v4 certification.
What We Offer
- Competitive salary, negotiable based on experience.
- Comprehensive benefits package including gym membership, private healthcare, and company pension, available following successful completion of a 6-month probation period.
- Full hands-on training across all Prohire software products.
- Hybrid working model (combination of remote and office-based working).
- Clear opportunities to develop advanced technical and software skills.
- 20 days annual leave plus bank holidays, increasing to 25 days after 3 years’ service.
Why Join Us?
This is an excellent opportunity to join a forward-thinking SaaS company delivering industry-leading solutions in vehicle rental management. You’ll be part of a supportive team, exposed to real technical challenges, and given room to grow as both a support professional and a technologist.
Service Desk Engineer employer: JotForm Inc
Prohire Software is an exceptional employer that fosters a culture of innovation, accountability, and collaboration within a fast-growing SaaS environment. As a Service Desk Engineer, you will benefit from comprehensive training, a competitive salary, and a robust benefits package, including private healthcare and gym membership, all while enjoying a hybrid working model. With clear pathways for professional development and the opportunity to tackle real technical challenges, Prohire Software is dedicated to supporting your growth in a dynamic and supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Get to know the Prohire platform inside out! Familiarise yourself with its features and functionalities so you can confidently discuss them during interviews. This shows your genuine interest and helps you stand out.
✨Tip Number 2
Practice your problem-solving skills! Think of common issues users might face and how you'd resolve them. Being able to demonstrate your troubleshooting approach will impress interviewers.
✨Tip Number 3
Don’t shy away from showcasing your customer service experience. Share specific examples where you’ve gone above and beyond to help a customer, as this role is all about providing top-notch support.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore more about our culture and values before you even step in for an interview.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Show Your Passion for Problem-Solving:When you're writing your application, make sure to highlight your love for tackling challenges. We want to see how you approach problem-solving and how you've taken ownership of issues in the past.
Tailor Your Experience to the Role:Don’t just list your previous jobs; connect your experience directly to the Service Desk Engineer role. Mention any relevant technical skills, especially around SQL and customer support, that align with what we’re looking for.
Keep It Clear and Concise:We appreciate a well-structured application. Use clear language and bullet points where necessary to make it easy for us to read. Remember, clarity is key when it comes to technical roles!
Apply Through Our Website:Make sure to submit your application through our website. This helps us keep everything organised and ensures your application gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at JotForm Inc
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of the Prohire software suite and its applications in the vehicle rental industry. Familiarise yourself with common issues users face and think about how you would troubleshoot them.
✨Show Off Your Customer Service Skills
Since this role is customer-facing, be prepared to discuss your previous experiences in providing excellent customer service. Think of specific examples where you resolved issues or went above and beyond for a customer.
✨Brush Up on SQL Basics
As basic SQL knowledge is required, review your skills in writing select statements and using joins. Be ready to explain how you’ve used SQL in past roles, and express your eagerness to develop more advanced capabilities.
✨Demonstrate Problem-Solving Ability
Prepare to discuss how you approach problem-solving. Think of a time when you faced a technical challenge and how you resolved it. Highlight your analytical skills and your proactive approach to learning new technologies.
