IT Service Desk Engineer

Job title: IT Service Desk Engineer (Fixed-Term Contract)

Office location: Spanskih boraca, Belgrade - Hybrid working (3 days in the office)

About the role and the Team: 

The IT Service Desk Engineer serves as a primary point of contact for IT  services for over 2,000 employees across Hyperoptic offices in Serbia and the UK. This role is responsible for delivering high-quality, timely, and customer-focused technical support while ensuring minimal disruption to business operations. The role requires strong technical expertise, clear ownership of incidents and service requests, and strict adherence to company policies, standard operating procedures (SOPs), and security controls. This role also plays a key role in mentoring team members and employees, maintaining operational documentation, and acting as a role model for professionalism, accountability, and continuous improvement. 

The position operates in two rotating shifts aligned to the Belgrade time zone (GMT+1) to ensure consistent IT Service Desk coverage. 

Working hours: 

1st shift: 09:00 – 17:00 

2nd shift: 10:30 – 18:30 

What will you be doing?

• Act as the first point of contact for all IT requests submitted via the ticketing system telephone, chat, and email
• Triage, diagnose, troubleshoot and resolve incidents and service requests, ensuring correct prioritization, ownership, and escalation to appropriate internal or external resolver groups within the defined SLA
• Take full end-to-end ownership of assigned tickets, providing clear, accurate, and timely communication to users and stakeholders throughout the ticket lifecycle
• Grant, modify, and revoke access to systems and applications strictly in accordance with company policies, standard operating procedures, and approved knowledge base articles
• Ensure all starter, mover, leaver activities and any additional access requests for employees or business partners are executed fully in line with documented procedures, approvals, and compliance requirements
• Perform routine system administration tasks within the team scope, including maintaining system access, monitoring inactive or dormant accounts, and ensuring compliance with security, audit, and governance standards aligned with internal procedure
• Ensure hardware, software, licenses, certificates, and subscribed services are accurately tracked, maintained, compliant, and aligned with company standards and lifecycle management practices
• Identify, document, and immediately report any anomalies, suspicious activity, policy deviations, or unusual system behavior to the Line Manager, IT Management, and/or the Cybersecurity team, following established incident reporting procedures
• Create, review, maintain, and continuously improve IT knowledge base articles and standard operating procedures to ensure accuracy, relevance, and alignment with current systems, processes, and security requirements
• Proactively identify gaps or inconsistencies in documentation and drive updates to knowledge base content and SOPs to support operational efficiency, consistency, and controlled knowledge transfer
• Escalate recurring, unresolved, or high-risk issues promptly, providing sufficient technical context and impact assessment to enable effective decision-making
• Collaborate closely with other IT and business teams to troubleshoot issues, resolve incidents, and contribute to service and process improvements
• Act as a mentor reference for team members and employees, providing guidance, knowledge sharing, and on-the-job training to ensure consistent support quality and strict adherence to processes and standards

What we are looking for:

• Degree in Information Technology or a similar field of study  
• Experience in a fast-paced IT Service Desk or Customer Service environment
• Experience in domain networks, computer hardware, and peripherals
• Good understanding of applying the ITIL framework
• In-depth understanding of IT landscape, processes and services, and the ability to manage incidents, problems, and service requests
• Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical issues
• Strong interpersonal skills to collaborate effectively with senior colleagues, IT teams, and external support partners
• Exceptional verbal and written communication skills in Serbian and English

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter together
• We stay focused
• We strive for excellence

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)