Title:  IT Service Desk Engineer

About Us

For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centres with field operations, personnel, and constituents.

Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States such as Knoxville, TN, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.

About the Role

We’re looking for an IT Service Desk Engineer to join our Group Systems team, based at Zetron’s Hull office.

Reporting to the IT Lead EMEA, you’ll provide first and second-line IT support to colleagues across the Codan Group, including overseas offices. You’ll help keep employees working productively by resolving technical issues, supporting everyday technology and keeping users informed throughout.

This is a hands-on role covering desktop support, Microsoft 365, user account administration and device management. You’ll also contribute to IT projects, share knowledge and identify opportunities to improve our support services.

Key Responsibilities

As IT Service Desk Engineer, you’ll provide responsive, customer-focused support across a range of hardware, software and business applications.

You’ll be responsible for:

• Providing first and second-line technical support via phone, email, chat and our ticketing system.
• Logging, prioritising and resolving incidents and service requests within agreed service levels, escalating to specialist teams where needed.
• Maintaining accurate ticket records and keeping users informed of progress and expected resolution times.
• Creating, modifying and disabling user accounts, managing passwords, multi-factor authentication and access permissions.
• Supporting employee onboarding, offboarding and role changes.
• Configuring, deploying and supporting desktops, laptops, mobile devices and peripherals.
• Maintaining hardware and software asset records and coordinating equipment replacements and warranty repairs.
• Supporting Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint and Office applications.
• Troubleshooting business applications, VPN access, remote connectivity, printing and conferencing tools.
• Maintaining support documentation, sharing knowledge and identifying recurring issues and opportunities for improvement.
• Contributing to IT projects and improvements to support processes, tools and systems.

Required Experience

We’re looking for someone with:

• Proven background in an IT helpdesk or desktop support role.
• Practical knowledge of Windows operating systems, Microsoft Office, networking and systems administration.
• Experience using Active Directory to administer user accounts and access.
• Experience configuring hardware and software and diagnosing and resolving technical faults.
• A strong commitment to customer service, with the ability to explain technical issues clearly and keep users informed.
• Good problem-solving skills and attention to detail.
• Strong time management and organisational skills, with the ability to prioritise competing support requests.
• A collaborative approach, curiosity and a willingness to learn and share knowledge.
• A degree in Information Technology, Computer Science, Business Information Systems or Business Administration, or equivalent industry experience.

You’ll need to be prepared to undergo security screening to SC level. The role also requires occasional domestic and overseas travel, a valid passport and flexibility around working hours when required.

Benefits:

Located in Hull our culture is supportive and collaborative. You will be part of a multidisciplinary team where we share our ideas and innovation is strongly encouraged.

Zetron embodies the values of those who work here, embraces diversity, and offers a comfortable and casual atmosphere where people work hard and feel a part of the organisation.

At Zetron we not only create and stand behind products that help save lives, but our employees are also offered a competitive compensation and benefits package, including:

• Single Private Medical Cover (with the option to select family cover at an additional cost)
• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days.
• 4 x basic salary life assurance cover
• A Group Pension Plan with fantastic employer contributions
• A selection of tax efficient flexible benefits to suit your individual needs

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