IT Desktop Support Engineer

About us

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies - and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Future Shapers. Experience Makers.

The Role:

We are looking for an IT Desktop Support Engineer to join our dynamic IT team at ArvatoConnect where you'll be the go-to expert for keeping our IT operations running smoothly. From troubleshooting and resolving IT issues to deploying cutting-edge technology, you'll be hands-on with a variety of end-user devices and systems. You'll work closely with internal teams and external partners, tackling challenges head-on and ensuring optimal system performance. If you thrive in a fast-paced, ever-evolving environment and love solving problems, this is your chance to make a real impact!

*Please note, this is an office-based role at our Newcastle office.

* While our core hours are between 08:00 and 18:00 (Monday - Saturday). There is a mandatory requirement to work one week a month from 1pm-10pm - (This will be remote)

Benefits Include:

• Discretionary Annual Bonus - recognising and rewarding your individual contribution to the company's success.

• Generous Holiday Entitlement - 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.

• Pension Scheme - 4% employee contribution matched by the company.

• Life Insurance - coverage of 4x your basic salary, offering peace of mind for you and your loved ones.

• 24/7 Health and Wellbeing Support - access to a virtual GP, mental health services, fitness programmes, and more through our WeCare platform.

• Exclusive Discounts and Offers - enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.

Key Responsibilities:

• Provide 2nd-line support for a range of end-user devices, ensuring quick and effective resolutions.
• Diagnose, troubleshoot, and resolve IT issues while delivering outstanding customer service.
• Manage IT requests, incidents, and tickets, ensuring updates are recorded accurately.
• Set up, configure, and maintain desktops, laptops, mobile devices, and softwares.
• Support Microsoft 365, Windows 10, Intune, Citrix, VPNs, and other critical technologies.
• Work collaboratively with IT teams and external partners to enhance system performance.
• Maintain IT asset records, ensuring accurate documentation of processes and procedures.
• Assist in IT projects, contributing technical expertise and ensuring smooth rollouts.
• Monitor and uphold security protocols while handling business and customer data with confidentiality.
• Occasionally travel to different sites and participate in an on-call support rota.

Skills and Experience:

• Strong experience providing 2nd-line end-user support in a professional environment.
• Expertise in Microsoft 365, Azure AD, Intune, and Windows 10.
• Solid understanding of incident management and prioritisation of support tickets.
• Excellent troubleshooting skills with the ability to think on your feet.
• Strong communication skills - able to explain technical issues in a user-friendly way.
• Proactive mindset with a 'can-do' attitude and a passion for technology.
• Ability to follow documented processes while also adapting to evolving business needs.
• Experience supporting a variety of IT devices and applications in a dynamic workplace.

Minimum Criteria:

• Previous experience in 2nd-line IT support, including M365 (Azure/Intune) and O365.
• Proven track record of handling and prioritising IT support tickets efficiently.
• Strong customer service skills with the ability to communicate effectively.
• Ability to follow strict security and process guidelines.

Diversity & Inclusion Statement:

It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.