Modern Workplace Engineer

About the role

We are looking for a Modern Workplace Engineer with a solid technical background and passion for problem-solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you by our 1st line Quick Fix Support Engineers. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work.

Our ideal candidate would be an experienced engineer who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault‑finding programmes that assist you in diagnosing and fixing customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

• Providing day‑to‑day IT support for a large and diverse customer base through remote diagnosis, troubleshooting and resolving tickets in relation to issues with the following:
  • Software installation and configuration
  • Dealing with bespoke client software
  • Operating system configuration
  • Local machine performance
  • InTune / Mobile Device Management
  • Entra
• Develop and maintain strong working relationships with 1st Line Quick Fix, 3rd Line, Cloud Services and other key stakeholders and teams across the Aspire network.
• Working to SLA’s for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and requests whilst following existing procedures and best practices.
• Support continual improvement by identifying opportunities for improvement and efficiency including automation of manual processes.

• Demonstrable knowledge or experience in Technical Support, Service Desk and/ or IT roles.
• Hands on experience working with Entra .
• Hands on experience working with InTune (MDM) incl. Windows, Apple and Android deployment, setup and troubleshooting
• Experience working with IT infrastructure including Active Directory permissions, security, desktops, firewalls, and peripheral equipment such as printers and mobile devices.
• Strong problem‑solving and troubleshooting skills with the ability to take action.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve issues.
• Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload, exceed customer expectations and deliver results within agreed SLAs.
• An understanding of Service Desk operations, a qualification within the ITIL framework and experience using Service Now or another ITSM tool would be useful.

Starting salary, £26,000 - £34,000 per annum (depending on experience)

• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

You will be based at Aspire’s Leeds office, with travel as required.

Full time (37.5 hours per week), Monday to Friday.

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.