About The Role We're recruiting for a IT Service Engineer to join our Newcastle team on a 6 month fixed term contract. This role is office based 5 days a week. We're looking for skilled IT Service Engineer to assist in the maintenance of our IT Network, Hardware and Software. You'll be ensuring day-to-day operations run smoothly, and resolving any issues that may arise. Working alongside our IT Managed Service Provider (MSP) and other service providers, you will be using your expertise to help with technical advice and guidance to the IT Team and support a number of Infrastructure projects. Reporting to the IT Service Manager. What you'll be doing: Providing onsite support and technical guidance to end users at our Cobalt Head Office, Management of internal IT Service Management queue in ITSM tool including focus on driving down aged service requests Proactive administration of our Head Office Wi-Fi solution, Telephony System and Microsoft Admin portals. Using internal knowledge obtained to coordinate cross party activity between IT MSP and internal development teams Producing and maintaining relevant documentation on application and infrastructure deployment. Making recommendations on how technology stack available can be better utilised to simplify management and make deployment processes more efficient. Assessing the impact and urgency of incidents triaged to the team by MSP via ITSM tool to resolve in priority order. Expediting requests triaged to the team by MSP via ITSM tool in a timely manner. Ensuring end users are kept up to date on progress while resolving open service requests i.e., Incidents and requests. Use existing skills and knowledge as well as appropriate support resources to identify resolutions to end user incidents and requests. Implement fixes and solutions where appropriate either via discussing directly with end user, via email, via remote control or onsite. Identify aged tickets and react to escalations across internal and MSP queues and drive to conclusion Manage and coordinate our IT Change Control process Managing Wi-FI and Telephony System. Proactive management of the Microsoft Admin portals e.g. Exchange, Azure, Teams and SharePoint. Providing technical support for both hardware and software issues Coordinating with end users through a series of actions, either face-to-face, over the phone or in ServiceNow, to help set up systems or resolve issues Troubleshooting system and network problems, diagnosing and solving hardware or software faults Identifying trends, risks and/or opportunities in overall IT Service provision and drafting proposals, including options, to be highlighted to IT Service Manager Providing support, including procedural documentation and relevant reports Supporting the roll-out of new IT services and applications Testing and evaluating new technology. What we need from you: High level knowledge of Windows 10 & 11, Wi-Fi solutions, Telephony Solutions, Active Directory, Microsoft Office 365 & Azure Effective use of specialist ICT packages Experience of working with ITSM tool Strong time-management and interpersonal skills, with the ability to multi-task in a fast-paced, deadline-oriented environment. Experience of working in both support and fast paced project environments. Desirable: High level knowledge of Server 2008, 2012, 2016, 2019, Citrix, Cloud Technologies, Kubernetes, Endpoint Security. Understanding and knowledge of Oracle databases Understanding of SPARC infrastructure hardware Experience of Network Design. Experience of ITIL and ITSM What we offer: 25 days annual leave (pro rata) Life Assurance Access to employee assistance programmes Online GP Service, 24 hours a day, 365 days a year Discounts with national retailers Morrison Data Services value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all. MorrisonDataServices LI-SG1 LI-Onsite appcast About The Company Morrison Data Services is proud to be the UKs leading metering services business - and were still growing, with some exciting times ahead As an award-winning business, we pride ourselves on our diligence, customer service and expertise. Were constantly evolving our services, introducing innovative solutions, and using our core capabilities to be at the forefront of the changing needs of the market and our clients. Morrison Data Services is part of M Group Services, a trusted employer of over 11,000 skilled specialists, delivering a range of essential infrastructure services within the water, energy, transport, and telecommunications sectors in the UK & Ireland. M Group Services operates in an exciting industry that regularly presents opportunities for growth. In our commitment to the environment and society through our Environmental, Social, Governance (ESG) work, we are recognised as Industry Top Rated, and as a forces-friendly employer, we hold the Armed Forces Gold Covenant. We work hard to build and maintain an inclusive environment where our people feel included and valued.