Service Desk Engineer

Company cultures & job summary

Our client is looking for a Service Desk Engineer with a background in Electronic Warfare, ideally gained within the MoD, to join their team in Romsey. You'll be the primary point of contact for customers across the UK and internationally, delivering high-quality L1/L2 support on specialist EW products. This is a fantastic opportunity to bring your operational EW knowledge into a fast-paced, customer-facing engineering role. Apply now!

Working Patterns and location – Hybrid possibilities

·        Act as the primary point of contact for customer queries via phone, email, and portal.

·        Log, diagnose, and resolve L1/L2 incidents and service requests on EW products.

·        Track system performance and escalate unresolved critical issues to specialist teams.

·        Liaise with internal teams including Sales, Engineering, QA, Logistics, and Trade and Compliance.

·        Create and maintain knowledge base articles to improve self-service and troubleshooting.

·        Manage customer-facing Change Management processes, linking into asset and configuration management.

·        Analyse incident data and trends to drive continuous service improvement.

·        Produce service reports and statistics for internal and customer-facing service reviews.

·        Electronic Warfare experience within the MoD, ideally with 14 Signal Regiment.

·        Experience supporting low volume, high value products in a regulated environment.

·        Strong customer-facing communication skills across phone, email, and portal.

·        Ability to manage the full incident lifecycle from logging through to resolution.

·        Experience using ITSM tools for incident logging, tracking, and reporting.

·        Awareness of ITIL v3 or v4 frameworks and service management principles.

·        Ability to produce clear, accurate service reports for internal and external stakeholders.

The client would also like to see some of the below, but this is not essential:

·        Degree or HND/HNC qualification in a relevant engineering or technical discipline.

·        Experience serving with 14 Signal Regiment.

·        Formal ITIL certification at foundation level or above.

·        Familiarity with release and deployment management processes.

·        Understanding of export compliance requirements relevant to defence products.

Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds.

Part-time opportunities/flexible working is available to suit individual needs.

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You will be required to hold a minimum of SC or DV Clearance. If you do not hold an active SC or DV Clearance, please familiarise yourself with the vetting process before applying.

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