Service Desk Engineer

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Department: Support |
Location: Middlesbrough, UK |
Compensation: £28,000 - £34,495 / year

We provide our customers with technical product support 24/7/365. Reporting to the Service Desk Team Leader, you will be responsible for providing technical product support to users of our products and services and for the provisioning of these services. We also expect you to work with a dynamic team, learn new skills, and make a positive impact on our clients’ businesses.

Schedules are published in advance, but we work in shifts Monday-Friday. Service Desk Engineers are also expected to be part of the on‑call rotation.

• Technical Support: Provide technical product support to customers, partners, prospects and internal users. Apply critical thinking to resolve complex issues and translate technical documentation into user‑friendly explanations.
• Impact Analysis: Analyze support tickets to determine impact and categorize them appropriately.
• Service Request: Perform service request fulfillment and provisioning activities, delivering the end‑to‑end process for timely provisioning. Interpret customer provisioning requirements and align those with system designs.
• Incident Management & Resolution: Apply Incident Management and resolution practices including major and serious incident processes. Escalate issues to appropriate teams following established escalation procedures.
• Security Incident Management: Identify, log, and elevate Security Incidents and own until closure.
• User Access Requests: Process internal user access requests while aligning to our internal RBAC model.
• Service‑Level Agreements: Work toward agreed Service‑Level Agreements (SLA) to ensure resolution is provided to customers.
• Customer Service: Apply world‑class service to all customer interactions and provide improvements to Product teams.
• Feedback & Communication: Contribute to weekly team meetings and feedback & knowledge sessions, collaborate with other teams and attend internal customer handover meetings.
• Projects: Participate in side projects at the department or company level, working toward team and Company OKR.

• ITIL4 qualification (or equivalent), or ability to obtain within 15 months, and understanding of Incident Management.
• 2+ years’ experience working in a Service Desk environment.
• ITSM tooling experience (Fresh Service or similar).
• Experience writing technical Knowledge Articles & troubleshooting steps.

• Understanding of modern website types and commerce solutions.
• Experience with Git Hub, Bitbucket, REST API, Graph
  
  QL.
• Understanding of AI (Machine Learning, LLMs, Image Generation).

• Self‑starter, passionate about solving problems, capable of taking ownership of issues.
• Flexible, excellent communicator, and driven to succeed.
• Desire to work in a fast‑paced, dynamic environment.
• Collaborative, adaptable, and cultivates an environment of trust, inclusion and belonging.
• Interests in a variety of technologies, eager to learn and develop.
• Positive, proactive, and solution‑focused.
• Global mindset and willingness to work across international time zones.
• Must be able to work any shift, including rotating shifts, and be part of the on‑call rotation.
• Travel less than 10% regionally and nationally for work related events.

• Customers feel supported and confident in your care during critical moments.
• Responds to customers promptly with clarity, empathy, and professionalism.
• Keeps customers informed throughout the lifecycle of their issue.
• Translates complex technical details into simple, understandable language.
• Maintains a positive attitude, even under pressure.
• Issues are resolved efficiently and correctly, reducing repeat tickets.
• Demonstrates strong problem‑solving skills and technical troubleshooting ability.
• Understands the platform, tools, and systems well enough to diagnose efficiently.
• Proactively learns new technologies and seeks to develop skills.
• Uses monitoring tools, logs, and documentation to find root causes.
• Your communication boosts team efficiency, reduces risk, and prevents…