Employment Opportunities

What we're looking for

We are seeking a IT Service Desk Engineer to work with our busy Service Team. As a Service Desk Engineer you will act as the first point of contact for Managed Service customers contacting GB Technologies to report issues, faults and requests relating to their service.

The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line teams to investigate and resolve.

If you think you have the experience and drive we need, we have an opportunity for you to join our friendly team here at GB Technologies.

Job Summary

We are a growing business within the IT & Telecommunication Sector, based in Galashiels who are currently looking for an experienced IT Support Engineer to join our busy support team. This is a full-time position with excellent progression opportunities.

As a Service Desk Engineer you will act as the first point of contact for Managed Service customers contacting GB Technologies to report issues, faults and requests relating to their service.

The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line teams to investigate and resolve.

Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and GB Technologies but providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products.

Your main responsibilities will be:

  • Managing and supporting clients’ Servers, PC’s and Network equipment
  • Troubleshooting issues with technologies such as:
    • Connectivity – Routers, VPNs, Firewall rules
    • Networks – VLANS, Managed Switches, Performance bottlenecks
    • Servers – RAID, Virtualization – inc Exchange, SQL
    • Backups – configuration, data recovery
  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress

Essential Skills & Experience:

  • Proven IT Support experience including diagnosing, repairing and solving hardware/software server and network related issues
  • Proven previous experience in a customer facing role and excellent customer service and communication skills
  • Ability to explain information in a professional and appropriate manner to clients of differing levels of technical knowledge
  • Ability to quickly learn new skills in a fast-paced environment and can demonstrate an interest in new technologies such as Azure, and the latest features in SharePoint and Office 365
  • Ability to work and remain calm under pressure.
  • Demonstrate accuracy and attention to detail in work, and a desire to ensure the highest standards are maintained
  • Ability to schedule tasks, meet deadlines, work unsupervised and set/follow procedures
  • Highly organised and able to work on own initiative to complete the range of tasks required
  • Flexible and willing to work outside core business hours as required
  • Full Driving License – this role may involve travel

Desirable technical knowledge/experience:

  • Windows Server 2008, Windows Server 2012, Windows Server 2016 including Active Directory, File Permissions, DHCP/DNS services, Backup & Recovery and Group Policy
  • Microsoft Exchange 2010/2013/2016/Office365 and their related client devices
  • Microsoft SQL, IIS, SharePoint, RDS and other server-related solutions
  • Virtualisation solutions such as Hyper-V
  • Networking principles such as VLANs and VPNs would be desirable.
  • Education to at least A-Level standard with formal IT qualifications (MCSE, MCITP, CCNA etc).
  • IT Foundation is desirable but not necessary

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