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 laptops), mobile connectivity and support for their end-users. Our services and support help our customers to:

Release their IT teams for strategic projects Optimise and reduce device, mobile connectivity and support costs Improve support for end-users to resolve device and connectivity issues Rapidly replace lost or damaged devices for fieldworkers Protect their businesses from IT security threats on mobile devices To adopt more sustainable ways of reusing and recycling mobile devices and technology
With 30% revenue growth year-on-year in 2023 & 2024 and our first acquisition completed in Q4 2024, there has never been a more exciting time to join us.

Based in Malvern and Crawley we are a team of 30+ with strong social values, who are focused on delivering innovative mobile solutions to corporate clients, which we support with excellent customer services.

Alongside our business objectives, we have raised over 140k in the past three years to help build Solar Learning Labs in Africa with Computer Aid and we have planted more than 40,000 trees to offset the impact of mobile devices that we provide to our customers!

To support our continued growth and to achieve our objectives for 2025 we need experienced, customer focused people to join our growing team.

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

Benefits:

Casual dress Company events Flexitime Free parking On-site parking Private dental insurance Private medical insurance
Work Location: In person