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Service Desk Engineer
Job Posted: 2 hours ago
Salary: £ 30,000 - 33,000 / Annum
Job Type: Permanent
Location: Cardiff, South Glamorgan
Expire in: a month
Job Description
Service Desk Engineer - £30,000 - £33,000k with Bonus and Excellent Benefits – Cardiff (Hybrid)
Ogi is a leading Welsh telco with big ambitions. We’re a network builder and operator bringing full-fibre services to communities across South Wales. Our Ogi Pro brand provides everything from telephony to managed IT services, alongside our high-capacity wholesale network that spans the M4 corridor.
Backed by multimillion-pound private investment, we’re proud to be an employer of choice in Wales, creating hundreds of jobs across four offices. Join a purpose-driven team with a culture rooted in innovation that’s shaping Wales’s digital future!
As our customer base grows, we’re looking for a new Service Desk Engineer to join our team and help deliver first-class support to our business customers, covering our range of managed connectivity, network infrastructure, and cloud-based solutions.
About you…
You’ll be passionate about technology and the difference it can make for businesses. You’ll enjoy getting hands-on with networks, cloud platforms and infrastructure, and you’ll take real pride in delivering great customer service too.
We’re a Microsoft Partner, and this is a great opportunity to grow your skills across Microsoft 365 and Azure platforms. You’ll also be supported with structured training and certification paths to help you progress.
We’re especially looking for someone with:
* Previous experience in a customer-facing technical support role
* A strong understanding of IT/IP infrastructure, including LAN and WAN networking, switching, routing and firewalls
* Experience working within an ITIL environment and to agreed SLAs
* Familiarity with DNS, IPv4 and IPv6, and tools such as Wireshark or remote support platforms like TeamViewer or RDP
* A proactive approach to ownership and issue resolution, with confidence to escalate when needed
* A willingness to work as part of an out-of-hours rota and travel to customer sites when required (You’ll also need a full UK driving licence, as occasional travel to customer sites may be required)
Experience in a Managed Services Provider environment would be an advantage, along with familiarity with mobile platforms (iOS or Android), Microsoft server and desktop environments, and Office 365. That said, we don’t expect you to know everything from day one, if you bring the right mindset and a willingness to learn, we’ll support you with full training and development.
What you’ll be doing…
You’ll join a small, supportive team delivering first-contact resolution for our managed business services. This is a customer-facing role where you’ll manage incidents, support network and cloud infrastructure, and play an active part in driving service improvements.
Your day to day will include:
* Acting as the first point of contact for technical support, troubleshooting a wide range of issues across infrastructure, cloud, and connectivity services
* Logging, triaging and managing incidents through to resolution while keeping customers updated and informed
* Supporting Ogi’s full range of business IT services, including Microsoft 365 and Azure, network infrastructure and security tools
* Managing escalations to subject matter experts or third-party vendors when needed, while retaining accountability for customer outcomes
* Carrying out planned project work, installations and configuration tasks based on defined work packages and procedures
* Making approved changes to customer systems, documenting updates and following internal change management processes
* Visiting customer sites or data centres for installations, diagnostics or hardware deployment when required
You’ll also be encouraged to contribute to wider improvements and knowledge sharing. This includes:
* Identifying recurring issues and feeding into problem management processes
* Evaluating new tools and services to support the continuous improvement of our technical offering
* Supporting your colleagues with internal training, documentation and knowledge base content
This is a hands-on role where you’ll be trusted to take ownership and be part of a close-knit team who support each other to deliver great outcomes for our customers.
Next Steps?
Please get in touch for more information and a confidential chat, even if you don't tick all the requirements but think you'd be a good fit.
At Ogi, we’re proud to be a Disability Confident Employer and celebrate different perspectives. We're committed to creating an inclusive environment where everyone can thrive, and to an accessible and inclusive recruitment process. If you require any reasonable adjustments or support during your application, interview, or assessment stages, such as alternative formats, additional time, or specific communication needs, please don’t hesitate to let us know. We want to ensure everyone has a fair chance to show what they can bring to the role.
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