Workplace Service Support Engineer

The team you';ll be working with:

The Workplace Service Support Engineer is an experienced, multi-skilled support engineer providing L1/L1.5. The role delivers both remote and on-site support across phone, chat, portal and walk-up channels, resolving incidents and fulfilling service requests while maintaining ownership of the employee support experience. Engineers operate as part of a multi-site team and are allocated to duties according to demand, location, coverage and skill. The role is expected to resolve issues independently wherever possible, provide physical and remote technical intervention, contribute to knowledge and support continual improvement of the Service Centre, while maintaining agreed service levels.

What you';ll be doing:

• Act as a point of contact within the Service Centre for users reporting IT issues via phone, chat, portal/self-service and walk-up support.
• Work across Service Centre duties, remote and physical according to demand, location, coverage and skill set.
• Record, categorise, prioritise and manage incidents and service requests accurately, with clear communication with the user .
• Diagnose and resolve L1/L1.5 incidents and service requests, relating to:
• Windows operating systems
• Microsoft 365 applications
• Identity and account administration, including password resets, Entra ID and Active Directory
• Hardware and peripheral devices
• Mobile devices, endpoint management via Microsoft Intune, and basic networking issues
• Resolve as much as possible at L1/L1.5, escalating to specialist L2/L3 resolver teams only where specialist capability is genuinely required.
• Provide physical and on-site technical intervention alongside remote support, including walk-up and deskside support, device troubleshooting and break/fix.
• Carry out device builds and configuration, and device collection and fulfilment activities where in scope.
• Provide guidance and adoption support to help employees use workplace technology effectively.
• Retain ownership of the employee support experience and ensure warm hand-offs where work moves between remote, physical or specialist resolution.
• Monitor tickets to ensure timely resolution and user communication.
• Maintain accurate records of incidents, troubleshooting steps, and resolutions.
• Support user onboarding and offboarding processes, including account creation and access management.
• Assist with software installations, updates, and system configurations.
• Use approved knowledge articles when diagnosing and resolving issues.
• Document effective resolutions and feed useful resolution knowledge back into the Service Centre.
• Identify gaps, errors or outdated content in the knowledge base and service documentation.
• Meet service level agreements (SLAs) and key performance indicators (KPIs).
• Deliver a high standard of customer service and maintain professional communication with end users.
• Identify recurring issues, repeat manual activity, avoidable demand and opportunities for improved knowledge, self-service, DEX remediation or automation, feeding these to the Service Centre Support Lead.
• Support and coach less experienced engineers on technical and process matters where appropriate, without holding formal team-lead responsibility.
• Work flexibly across Birmingham, London and other relevant HS2 locations where required.

What experience you';ll bring:

• Substantial experience in an IT support environment, working independently across a broad range of L1/L1.5 remote and deskside support activities.
• Knowledge of Microsoft Windows and Microsoft 365 products.
• Working competence in Microsoft Intune, Entra ID and endpoint management.
• Confident hands-on device and endpoint support, including builds, configuration and break/fix.
• Understanding of identity and user account management across Entra ID and Active Directory.
• Strong troubleshooting and problem‑solving skills, including more complex L1/L1.5 diagnostics.
• Sound judgement on when to resolve in‑role and when to elevate to L2/L3 resolver teams.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and work under pressure.
• Strong customer service focus.

Desirable

• Familiarity with ITIL frameworks and processes.
• Experience with ticket management tools such as ServiceNow, Jira, Zendesk, or Freshservice.
• Experience supporting walk-up or campus-based IT services, and of device logistics or fulfilment processes.
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications.

Personal Attributes

• Customer-focused and professional.
• Strong attention to detail.
• Team player with a proactive approach.
• Comfortable working flexibly across remote and physical support duties and across HS2 locations.
• Willingness to learn and develop technical skills, and to share knowledge and support less experienced colleagues.
• Ability to remain calm and effective in high‑pressure situations.

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR) rate.
• Average response and resolution times.
• SLA compliance.
• Ticket quality and documentation standards.

Who we are:

At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co‑innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place whereyougrow.

what we';ll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here:

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long‑term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.

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