Waterstons · 7 hours ago
Service Desk Engineer
Durham, NC
Full-time
Hybrid
Entry, Mid Level
2+ years expWaterstons is an IT consultancy dedicated to helping organizations optimize their technology. They are seeking a Service Desk Engineer who is passionate about delivering exceptional customer experiences and ensuring clients feel supported throughout the service process.
Business DevelopmentConsultingInformation TechnologyIT ManagementSoftware
Responsibilities
Act as a technical escalation point and support junior team members through guidance and knowledge sharing
Deliver high‑quality technical support that reflects our commitment to exceptional customer experience
Keep customers clearly and proactively informed throughout the lifecycle of their tickets
Apply ITIL principles to ensure consistent, reliable, customer‑focused service delivery
Take ownership of issues to ensure timely, effective resolution
Contribute to the improvement, testing, and documentation of processes that enhance service quality
Work collaboratively with other teams to provide a seamless, joined‑up customer experience
Qualification
Required
At least 2+ years of experience within the IT industry
Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills
Preferred
Experience with Cisco, HP & Dell Switches, Cisco ASA, VMware, Veeam, Hyper-V, NAS, SAN Storage
Experience with Microsoft Teams, Mitel
Experience with Windows Servers, Active Directory (Group Policy/Login Scripts), Exchange, SCCM, PowerShell
Experience with Windows and MacOS desktops
Experience with Microsoft 365 Administration, Exchange online, Azure, AWS, Intune
Benefits
A healthy work life balance with flexible and agile working being the norm
Unlimited holiday allowance
EV car scheme (salary sacrifice)
Room to grow with supported development opportunities and sponsored training
Enhanced family policies
If you ever need it, company sick pay and life assurance
Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance
Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work
Company
Waterstons
Waterstons is a business and IT consultancy that provides creative technology-based solutions to streamline business process.
201-500 employees
Funding
Current Stage
Growth StageRecent News
2025-04-23
Company data provided by crunchbase