Job Description

Company Overview

Utelize is a specialist IT service provider, focused on helping large businesses to manage mobile devices (e.g. smartphones & tablets) and support for their end-users. We help our customers to release their IT teams for strategic projects, improve IT support for their employees, protect their businesses from IT security threats and support them to become more sustainable with respect to IT.

Based in Malvern, we have strong social values and this year alone we have worked with partners to build solar powered community hubs with Computer Aid in Africa and we've planted over 40,000 trees!

To achieve our objectives for 2025 we need experienced, customer focused people to join our growing team. Are you a proactive team player, with Helpdesk / IT / device experience, that likes to go that extra mile to meet the needs of your customers? Do you like a balance of both hands-on work with devices and configuration as well as service desk support?

Would you like to join a growing team who support key brands including Stagecoach, Mitsubishi and HomeServe? Do you want to work for a company that takes their social responsibility seriously?

If you do and you can demonstrate a proven track record in a similar role, this could be an ideal opportunity for you!

About the Role

The successful applicant for this role will have relevant experience of working in a technical support role. The role plays a key part of our Service Delivery team, based at our offices in Malvern.

Our business is built on delivering great service, and from providing our people with the autonomy to make decisions and take actions that deliver a great experience for our customers and their employees. In this role, you'll be accountable for:

Device Staging & Orders

- Proactively manage mobile device orders on behalf of customers including staging, shipping, letters, stock management and onward delivery to customers and end users

- Configure and prepare devices and accessories in accordance with agreed specifications

- Assist with the on-site distribution of devices where required (UK locations).

- Monitor and maintain accurate inventories of customers device orders and stock levels

- Accessorise mobile devices in line with project requirements.

Device Lifecycle & Technical Support

- Proactively monitor, action and log requests into our ticketing systems, raised by email or telephone relating to customer device support.

- Accurately manage and update customer inventories to reflect all orders, faults and changes

- Provide 1st line technical support for end user mobile device queries.

- Follow appropriate escalation plans where fault diagnosis and resolution cannot be achieved and monitor the fault through to resolution, providing regular updates on status to the customer.

- Liaise directly with third parties relating to supported services.

Please note that we would be particularly interested in candidates with experience in SOTI, Intune and other UEM / MDM platforms.*

What we Offer

Salary 26,000 - 28,000 (depending on experience)

25 Days Paid Holiday per Annum (plus Bank Holidays)

Comprehensive Healthcare and Medical Benefits Plan (after 1 year employment)

Due to the nature of this role we are unable to sponsor candidates and therefore all applicants should already hold the right to work in the UK

Great location at Malvern Hills Science Park with onsite parking and cafe

Other Information

All candidates will have to be willing to undergo employee screening

Job Types: Full-time, Permanent

Pay: 26,000.00-28,000.00 per year

Additional pay:

Performance bonus
Benefits:

Casual dress Company events Flexitime Free parking On-site parking Private dental insurance Private medical insurance
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 22/05/2025
Expected start date: 22/06/2025