At a Glance
- Tasks: Provide technical support and problem resolution for software, hardware, and network issues.
- Company: Join Advania, a leading tech company that values people and innovation.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on continuous learning and development.
- Why this job: Make a real difference by helping clients solve their tech problems every day.
- Qualifications: Experience in customer-facing roles and basic troubleshooting skills required.
Position Overview
The Service Desk Engineer will provide technical software, hardware, and network problem resolution to clients. This role involves performing problem diagnosis and guiding users through step‑by‑step solutions in a desktop support‑based environment. The engineer will also provide technical solutions in a user‑friendly, professional manner, facilitate one‑to‑one end‑user training as required, and ensure site technical documentation is maintained.
Salary & Benefits
The budgeted salary for this role is between £26,000 - £28,000 a year, depending on experience.
Hybrid working
We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.
Responsibilities
- Answer inbound calls within an agreed answer time.
- Log all customer issues, queries, and requests into the ticket management system.
- Provide Level Technical Support, diagnosing customer issues and providing a high level of first‑time fix.
- Manage and work to internal and customer SLA’s, escalating any concerns.
- Create and maintain customer‑specific infrastructure documentation.
- Ensure end‑to‑end ownership of problem resolution.
- Manage client expectations through clear communications.
- Take responsibility for own continual professional development, ensuring up‑to‑date industry and technical knowledge.
- Undertake all other reasonable requests.
Qualifications & Experience
- Prior professional experience as a Service Desk Engineer supporting SMEs.
- Experience of working in a customer‑facing role.
- Familiarity with working to SLA’s to meet both customer and contract requirements.
- Experience in Office 365 and Office Applications (Outlook, Excel, Word, PowerPoint) – basic troubleshooting.
- Knowledge of Windows client – basic troubleshooting.
- Understanding of Android – Basic troubleshooting.
- Ability to support multi‑site clients.
- Strong communication skills, both verbally and in writing, to both technical and non‑technical audiences.
- A methodical approach suitable for resolving client requirements.
- Capacity to manage changing workload and priorities, working both within a team and independently.
- Skills in installation, removal, and troubleshooting of third‑party software.
About Us
We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Our Selection Process
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, and your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.
Service Desk Engineer in Milton Keynes employer: Mirus IT Solutions
At Advania, we pride ourselves on being a people-centric tech company that values employee growth and well-being. With a hybrid working policy that promotes flexibility, our collaborative work culture encourages continuous professional development and offers opportunities to engage with cutting-edge technology as part of a supportive team. Join us in a role where your contributions directly impact our clients and the community, all while enjoying a competitive salary and a range of benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Milton Keynes
✨Tip Number 1
Get to know the company inside out! Research Advania and understand our values, services, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! As a Service Desk Engineer, you'll need to diagnose issues quickly. Try mock scenarios with friends or use online resources to sharpen your troubleshooting techniques before the interview.
✨Tip Number 3
Show off your communication skills! Be ready to explain technical concepts in simple terms. During interviews, demonstrate how you can guide users through solutions step-by-step, just like you would in a real support scenario.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, if you have any questions, our recruitment team is just a message away to help you out!
We think you need these skills to ace Service Desk Engineer in Milton Keynes
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Engineer role. Highlight your experience with technical support, customer service, and any relevant software or hardware troubleshooting skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with our needs. Keep it professional but let your personality come through – we love seeing the real you!
Showcase Your Communication Skills:Since this role involves a lot of client interaction, make sure to demonstrate your strong communication skills in your application. Whether it's through your writing style or examples of past experiences, show us how you can effectively communicate with both technical and non-technical audiences.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Mirus IT Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Office 365, Windows client troubleshooting, and Android basics. Be ready to discuss specific scenarios where you've successfully resolved issues, as this will show your practical experience.
✨Practice Your Communication Skills
Since you'll be dealing with both technical and non-technical users, practice explaining complex concepts in simple terms. Role-play with a friend or family member to get comfortable with this, as clear communication is key to managing client expectations.
✨Familiarise Yourself with SLAs
Understand what Service Level Agreements (SLAs) are and how they impact your role. Be prepared to discuss how you've managed workloads and priorities in the past while adhering to SLAs, as this will demonstrate your ability to meet customer and contract requirements.
✨Show Your Problem-Solving Approach
During the interview, be ready to walk through your methodical approach to diagnosing and resolving issues. Use examples from your previous experience to illustrate how you take ownership of problems and ensure end-to-end resolution for clients.
