Service Desk Engineer

As a Service Desk Engineer at Spotlight Sports Group, you will primarily provide professional B2B and desktop support to our customers. Your responsibilities include handling end-user support for staff, managing systems like Active Directory for Windows networks, and overseeing mobile device asset management. A key aspect of the role involves triaging incidents and managing supplier orders for hardware and software. You will also ensure that operational procedures are documented, thus guaranteeing smooth day-to-day operations.

To excel as a Service Desk Engineer at Spotlight Sports Group, candidates should have demonstrable IT technical knowledge, especially in Windows 10, Mac OS, and MS Office. Excellent communication skills are pivotal to engage effectively with our customers. A strong service delivery focus, ability to work within a busy team, and a proactive attitude to learn and adapt new technologies are essential traits for this role. Exposure to Google Apps for Business is also beneficial.

While a relevant IT qualification or degree is preferred for a Service Desk Engineer position at Spotlight Sports Group, what matters most is your enthusiasm for continuous learning and professional growth. Certifications such as ITIL V3 or higher are desirable, and previous experience in a publishing environment will certainly be advantageous, particularly if it involves understanding customer pressures in IT.

Spotlight Sports Group is committed to the professional growth of its employees, including Service Desk Engineers. The company encourages participation in training and certifications, provides opportunities to learn new technologies, and fosters a culture that values knowledge sharing among team members. Regular feedback and recognition programs also help promote continuous improvement in skills.

In the role of Service Desk Engineer at Spotlight Sports Group, you will utilize various tools and technologies including Active Directory for user account management, Service Management toolsets for incident management, and mobile device tracking systems. Familiarity with ITIL frameworks will be beneficial, along with hands-on experience with both Windows and Google environments, necessary for troubleshooting and managing our digital ecosystem.

When discussing your experience, focus on specific instances where you provided desktop support. Highlight particular software and hardware you have worked with, the variety of issues encountered, and how you resolved them efficiently. Mention the importance of communication and customer satisfaction in your approach.

In prioritizing support tickets, explain your strategy for assessing urgency and impact. Mention any methods or frameworks you follow, such as categorizing issues based on their severity or using ticketing systems. Illustrate your response with examples of how you successfully managed a busy workload.

Outline the systematic approach you would take to resolve a network issue, starting from basic checks like ensuring the device is on and connected to the correct network to testing with other devices. Discuss the importance of documentation and following a logical sequence to pinpoint and resolve the problem effectively.

Provide a detailed account of a specific technical challenge, explaining the context, the hurdles you faced, and the solution you implemented. Focus on the skills and knowledge you leveraged, and any collaboration with team members that aided in resolving the issue. This demonstrates your problem-solving abilities and teamwork.

Discuss your approach to maintaining calm and professionalism when faced with difficult customers. Emphasize the importance of empathy and active listening while you acknowledge their frustrations. Detail how you would provide assurance of your commitment to resolving their issues and the steps you would take to keep them informed throughout the process.

Mention your familiarity with ITIL frameworks and any experiences that highlight your understanding of incident management, change management, and service lifecycle management. Illustrate how applying these methodologies has improved your workflow and service delivery effectiveness in previous roles.

Share your knowledge of mobile device management practices by discussing specific tools you've used. Explain how you’ve tracked and supported devices, ensuring compliance with company policies and responding to user needs throughout a device’s lifecycle.

Explain the techniques you use for effective documentation, stressing the importance of having detailed records that can enhance team knowledge and improve future support processes. Discuss any specific tools or templates you’ve employed to maintain high-quality documentation.

Discuss your proactive approach to staying updated, whether through online courses, industry publications, forums, or community groups. Highlight your commitment to continuous learning and how applying new technologies can enhance your support capabilities.

Reflect on your passion for technology and customer service. State how Spotlight Sports Group’s culture, values, and vision align with your career aspirations, and express your enthusiasm for contributing to their innovative projects, particularly in the sports tech domain.