Service Desk Engineer

The overall purpose of the role is to support the delivery of Oryx Align's corporate objectives and strategy by providing high-quality service desk support, working collaboratively with colleagues and clients, and demonstrating the company's values and expected standards of professional conduct.

The role provides 1st line telephone and technical support to clients, resolving incidents and service requests wherever possible, escalating appropriately where required, and ensuring clients are kept informed throughout the ticket lifecycle.

This role operates in a structured service desk environment, handling straightforward to moderately complex technical issues. It requires clear communication, sound technical judgement and collaboration with colleagues and clients. Work is largely well-defined, with individuals expected to use initiative, follow established procedures, manage reactive and proactive tasks, and meet externally defined service targets. The role works under general supervision, with regular performance monitoring and daily guidance where required.

• Provide day-to-day technical support in an effective and timely manner as part of the Oryx Align Service Desk.
• Manage assigned tickets through to completion, ensuring regular client feedback is provided throughout the ticket lifecycle.
• Work closely with 2nd line Engineers and Escalations Engineers to ensure client tickets are escalated in a timely manner and in accordance with client SLAs.
• Ensure client knowledge base documents remain up to date, are reviewed regularly, and that additional knowledge base documents are created when required.
• Provide support and assistance to other Oryx Align Engineers.
• Manage vendor tickets where required, ensuring regular updates are provided to clients.
• Prioritise and manage workload effectively to meet contractual SLAs.
• Work as part of a shift rota covering client contracted hours Monday to Friday.
• Complete relevant health and safety training and follow appropriate health and safety guidance in relation to the role.

• Able to prioritise and schedule own workload within a fast-paced service desk environment.
• Proactive and positive approach to problem solving and client interaction.
• Strong attention to detail, flexibility and initiative when troubleshooting technical issues.
• Experience supporting Microsoft Server, Active Directory, Microsoft Desktop and user end compute devices including desktops, laptops, tablets and phones.
• Experience administering and supporting Office 365, Entra, Microsoft Exchange, SharePoint and One Drive, including user and licence administration.
• Knowledge of VoIP systems, application management, software and hardware configuration and client-side troubleshooting.
• Experience using support ticketing systems, triaging incidents and requests, setting priorities and meeting SLA targets.
• Understanding of networking principles, including basic switching and routing configuration, DHCP, DNS and TCP/IP.
• Experience troubleshooting LAN and wireless networks, with knowledge of firewall principles.
• Knowledge of Microsoft Azure cloud platform, virtualisation software such as VMware, Hyper-V or Citrix, backup systems and storage arrays.
• Mac operating system experience would be advantageous.

ITIL 4 Foundation

• Microsoft 365 Fundamentals (MS-900)
• Microsoft 365 Endpoint Administrator Associate (MD-102)

• Microsoft Azure Fundamentals (AZ-900)
• Microsoft Azure Administrator Associate (AZ-104) (working towards)

• Microsoft Security, Compliance & Identity Fundamentals (SC-900)
• CompTIA Security+

• Cisco Certified Support…