Senior Modern Workplace Engineer

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. It is such an exciting time to join us on our journey as we continue to grow and expand!

We are looking for a Senior Modern Workplace Engineer with a solid technical background and a passion for problem‑solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customers’ needs first. You will be delivering exceptional customer service for cases escalated to you by our Modern Workplace Engineers. This could involve fixing a technical fault, answering a query, resolving escalation, performing trend and root‑cause analysis, or anything else that is needed to allow the user to return to work.

Our ideal candidate would be an experienced engineer who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you diagnose the customer’s issue and explain technical issues in a way that non‑experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email while utilising fault‑finding programmes that assist you in diagnosing and fixing customer problems remotely. Customer service is key to success in the role; our values are woven through everything we do to guarantee that our service delivery is second to none.

• Providing day‑to‑day IT support for a large and diverse customer base through remote diagnosis, troubleshooting and resolving tickets in relation to issues with the following:
  • Software installation and configuration
  • Dealing with bespoke client software
  • Operating system configuration
  • Local machine performance
  • InTune / Mobile Device Management
  • Entra
  • Microsoft Azure
• Develop and maintain strong working relationships with your team, 1st Line Quick Fix, 3rd Line, Cloud Services and other key stakeholders and teams across the Aspire network.
• Work to SLAs for incidents and requests, prioritising and managing workload effectively, and managing several open escalated incidents and requests while following existing procedures and best practices.
• Support continual improvement by identifying opportunities for improvement and efficiency, including automation of manual processes.
• Proactively identify areas of improvement in customer environments, internal team processes and/or systems.
• Document fixes and solutions that you have implemented for repeat and major problems, ensuring that the information is disseminated through the wider team to ensure knowledge transfer.

• Demonstrable knowledge or experience in Technical Support, Service Desk and/or IT roles.
• Hands‑on, demonstrable experience working with Entra .
• Hands‑on experience working with InTune (MDM), including Windows, Apple and Android deployment, setup and troubleshooting.
• Experience working with IT infrastructure including Active Directory permissions, security, desktops, firewalls and peripheral equipment such as printers and mobile devices.
• Strong problem‑solving and troubleshooting skills with the ability to take action.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve issues.
• Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload, exceed customer expectations and deliver results within agreed SLAs.

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role, therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Starting salary, £30,000 to £44,000 per annum…