Digital Service Engineer

We are looking for a Digital Service Engineer to join our team and help deliver an exceptional support experience to our clients. As a key member of the team, you'll be responsible for investigating and resolving technical issues, ensuring service requests are managed efficiently and consistently in line with agreed service level agreements (SLAs).

Working closely with clients, colleagues, and third‑party suppliers, you'll coordinate the resolution of incidents, provide technical troubleshooting, and ensure clear communication throughout the support lifecycle. You'll also identify when issues require escalation, helping to maintain high service standards while contributing to the continuous improvement of our service delivery processes.

This is an excellent opportunity for someone who enjoys solving technical challenges, thrives in a fast‑paced environment, and is passionate about delivering outstanding customer service while developing their technical expertise.

Salary:
Up to C $80,000, depending upon skills and experience.

• Continuously monitor and manage the service ticket queue to ensure work is prioritized and progressing in alignment with SLAs.
• Ensure all service tickets are accurately updated, progressed, and documented according to established processes and protocols.
• Independently troubleshoot technical issues using T‑SQL and .NET expertise, identifying the appropriate actions to resolve incidents efficiently.
• Escalate complex technical issues or process failures to the appropriate teams when required, ensuring timely resolution and adherence to service standards.
• Take a proactive approach to identifying recurring issues, initiating problem resolution activities to minimise impact on service continuity. Resolve challenging situations, such as managing conflicting priorities or handling escalations from clients or internal stakeholders.
• Regularly communicate with engineers and other team members to ensure tickets are up to date and progressing toward resolution within SLA targets. Act as a point of contact for internal and external stakeholders, providing clear updates on ticket status and incident progress.
• Attend key service meetings such as Change Advisory Boards (CAB), project handover sessions, and post‑incident reviews to ensure alignment with service goals. Participate in the collection and analysis of Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data, leveraging insights to enhance service quality.
• Ensure thorough documentation of root causes, resolutions, and preventative measures for future reference.

As our Service Team delivers 24/7/365 (on‑call) services, we may require you to join an on‑call rota. Typically, this will be a maximum of one week in four, though you can volunteer to participate more frequently, and this may be required on occasions. You will be compensated for periods spent on call, as well as any work done as a result of an on‑call invocation.

Our on‑call services are typically limited to high priority incidents only, thus client demand during on‑call periods is typically low.

Experience and Knowledge

• Bachelor’s degree in a relevant technical field.
• Basic knowledge of T‑SQL for database management (or any relational DBMS).
• Proficient with using Microsoft Office (Excel and Word mainly) and Windows based software.
• Knowledge of C#/.NET Framework.

Skills and Abilities

• Excellent organizational and multitasking skills, particularly in managing ticket queues.
• Strong communication skills, both written and verbal, to interact effectively with clients and technical teams.

Will deliver what we promise

Will demand the highest levels of safety and security

Will apply technical mastery

Is committed to continual learning

Will challenge the norm to make a difference through innovation

• 15 days paid vacation, plus Public Holidays, and 2 personal days
• Flexible start and finish times, including flexi‑Fridays
• Competitive Employee Referral Award Scheme
• Employee Voice Forums Voluntary Group Retirement Plan
• Health and Wellbeing benefits payment and insurance scheme
• Performance and Career Development

ITI is an equal opportunities employer. For more information, please refer to our Equality of Opportunity statement on the ITI Group Careers page.