IT Services Engineer - Newcastle upon Tyne

Up to 30k + Bonus

Date Posted: Thursday 04 April 2024

About the role;
The IT Services Engineer will be responsible for providing hands-on management and support of TSG’s IT Infrastructure, ensuring a cost effective, up-to-date, secure, and reliable services and platforms.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 50 Best Large Companies’ and one of the ‘Top 15 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement. 
Here’s why;  
  • Our open and honest culture where feedback is taken on-board and acted upon
  • The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
  • Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event  
  • Two paid CSR days per annum that you can use towards giving something back
  • Our charity fundraising - TSG have raised over £20,000 in the last 2 years
  • Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
  • Flexible working policy
  • Relaxed dress policy
  • Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
  • Triage, prioritise and handle customer incidents and requests to SLA whilst maintaining good communication with key stakeholders.
  • Ensure infrastructure and desktops are secure and operating correctly.
  • Establish clear root-cause of incidents to eliminate the possibility of recurrence.
  • Contribute to an effective knowledge base to allow earlier resolution of incidents and more effective support for applications.
  • Proactively manage and maintain the internal systems and tools.
  • Deploy and develop technical solutions using Security-by-design principles.
  • Work in partnership with Information Security function to maintain IT risk register and governing process.
  • Assist with Business Continuity ensuring recovery plans are maintained for all systems hosting critical processes.
  • Play a technical role in tabletop exercises and assist the business when responding to Security incidents.
  • Manage IT procurement.
  • Maximise best use of TSGs assets (software and hardware).
  • Assist with business continuity planning and testing.
  • Ensure that all office technical facilities are kept up to date and usable.
  • Suggest improvements by keeping abreast of technology developments and champion initiatives which would allow the delivery of a better or more efficient service.
  • Establish and maintain strong relationships with customers and key stakeholders.
  • Maintain good working relationships with all members of staff.
  • Work with stakeholders to ensure the delivery of projects and initiatives.
Knowledge, Skills & Experience;                       
  • Ideally educated to a degree level.
  • Appropriate Microsoft certifications beneficial.
  • Excellent communication style, able to keep calm under pressure and defuse difficult customer situations.
  • Microsoft Modern Device Management.
  • Traditional Microsoft tool and system management.
  • Networking, include TCP/IP, DNS, DHCP and SSL.
  • Minimum of 3 years’ commercial experience in a third-line desktop support role within an ITIL aligned business.
  • Company bonus scheme
  • 25 days annual leave + public holidays
  • Life assurance 4 x Salary
  • Contributory pension scheme at 4% matched
  • Electric Vehicle Salary Sacrifice Scheme
  • Perkbox discounts
  • Paid CSR Days
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Home-based and hybrid opportunities
  • Long service benefits including increased annual leave accrued with service
  • Cycle to work scheme
  • Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.