About Us
At Polaris, we're on a mission to create a safer and fairer world. We provide software solutions that empower police forces and local authorities to enforce and track traffic and parking offences, manage permits and licenses, and control high-risk assets like firearms and tasers.
Since securing support from August Equity in May 2023, we've been on an exciting growth trajectory. We've expanded our reach both in the UK and internationally, acquired key companies like Farthest Gate and JML Software Solutions, and invested heavily in our operations.
Our goal is to build a data-driven, professionally managed organisation with robust systems and processes, poised for consistent growth and ready to seize new opportunities. We've united our legacy brands under the Polaris name, creating a dynamic new identity that reflects our vision for the future.
This is an exciting time to join Polaris. We're seeking ambitious, forward-thinking individuals who are eager to make a real impact and grow their careers in a rapidly evolving industry. If you're ready to be part of a team that's shaping the future of public safety and compliance technology, we want to hear from you.
Service Desk Engineer / Support Engineer
Banbury, Oxford
Hybrid model of 2 days per week in office
Full time
Reports to the Operations Director
Summary
In this role, you will be contributing towards technology that helps our customers make the world safer and fairer. Our goal is to make products that our clients find indispensable, helping them run their operations seamlessly and efficiently.
We are seeking a highly motivated, ambitious and articulate
Service Desk Engineer
with strong technical skills, familiarity with Zendesk, and a foundational understanding of IT infrastructure. The ideal candidate will be responsible for providing exceptional technical support to our end-users, troubleshooting complex issues, and ensuring the smooth operation of our systems and services. Your principal responsibility will be the provision of technical support enabling smooth and efficient installation, service and management of our Police suite of applications within client and Polaris environments. You will also be required to assist the project team in the delivery of major implementation projects. It is important for us that the ideal candidate has a passion for what they do and a desire to be part of a growing, successful, and ambitious company. We embrace a desire to get involved in all parts of the business and welcome employees who take a proactive approach to their career. What will you be helping us to do? Customer Support: Serve as the first point of contact for technical support inquiries via Zendesk, email or phone. Diagnose and resolve software, hardware, and network issues efficiently and professionally. Escalate unresolved issues to appropriate teams while maintaining ownership until resolution. Ticket Management: Manage and prioritise support tickets in Zendesk, ensuring timely responses and resolutions. Analyse ticket trends and provide feedback for process improvement and user education. Technical Troubleshooting: Perform root cause analysis for recurring issues and implement preventive measures. Assist users with software installations, configurations, and updates. Collaborate with cross-functional teams to resolve infrastructure-related issues. System Monitoring & Maintenance: Monitor system performance and escalate potential issues proactively. Perform routine checks on IT infrastructure, including hosted environments and ensure compliance with organisational standards. Documentation & Reporting: Maintain detailed records of support requests, resolutions, and system changes. Create user guides, FAQs, and knowledge base articles to improve user self-service capabilities. Project Implementation Assist our Project Teams with the delivery of our solution. This will involve: Data entry Application configuration Following a defined plan and reporting to the Project Team when working on onsite installations Training (remote & onsite) Documentation Requirements Proficiency with Zendesk or similar ticketing systems Basic understanding of networking concepts, including TCP/IP, DNS, and VPNs Familiarity with Windows, and macOS environments Experience troubleshooting hardware, software, and peripheral devices Knowledge of cloud-based applications and SaaS platforms Strong communication skills with a focus on delivering excellent customer service Ability to explain technical concepts to non-technical users Excellent problem-solving and analytical skills Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience) Minimum of 1-2 years of experience in a technical support role Your Experience Experience with ITIL processes and best practices. Knowledge of Windows Server technologies – RDP, IIS configuration, server roles and features Knowledge of administering SQL Server database technologies (SQL Server 2017 -2022) – running pre-defined queries, backup and restore processes Familiarity with infrastructure monitoring tools. Bonus points for: Certifications such as CompTIA A+, Network+, or similar are a plus. An understanding of the software development cycle An understanding of software workflow solutions MS Azure configuration Please note this role
may require overnight stays away from home (UK and Internationally on occasion). Your own car is preferred. Benefits Market rate salary 25 days annual leave 2 Moment in Time Days 1 Community Day Life Assurance 4 x base salary Private Pension with Scottish Widows Health Care Cash Plan Hybrid working model Length of service additional time (Other perks in coming for 2025) Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristics. Please note that we can currently only consider candidates with an existing right to work in the UK.
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Service Desk Engineer
with strong technical skills, familiarity with Zendesk, and a foundational understanding of IT infrastructure. The ideal candidate will be responsible for providing exceptional technical support to our end-users, troubleshooting complex issues, and ensuring the smooth operation of our systems and services. Your principal responsibility will be the provision of technical support enabling smooth and efficient installation, service and management of our Police suite of applications within client and Polaris environments. You will also be required to assist the project team in the delivery of major implementation projects. It is important for us that the ideal candidate has a passion for what they do and a desire to be part of a growing, successful, and ambitious company. We embrace a desire to get involved in all parts of the business and welcome employees who take a proactive approach to their career. What will you be helping us to do? Customer Support: Serve as the first point of contact for technical support inquiries via Zendesk, email or phone. Diagnose and resolve software, hardware, and network issues efficiently and professionally. Escalate unresolved issues to appropriate teams while maintaining ownership until resolution. Ticket Management: Manage and prioritise support tickets in Zendesk, ensuring timely responses and resolutions. Analyse ticket trends and provide feedback for process improvement and user education. Technical Troubleshooting: Perform root cause analysis for recurring issues and implement preventive measures. Assist users with software installations, configurations, and updates. Collaborate with cross-functional teams to resolve infrastructure-related issues. System Monitoring & Maintenance: Monitor system performance and escalate potential issues proactively. Perform routine checks on IT infrastructure, including hosted environments and ensure compliance with organisational standards. Documentation & Reporting: Maintain detailed records of support requests, resolutions, and system changes. Create user guides, FAQs, and knowledge base articles to improve user self-service capabilities. Project Implementation Assist our Project Teams with the delivery of our solution. This will involve: Data entry Application configuration Following a defined plan and reporting to the Project Team when working on onsite installations Training (remote & onsite) Documentation Requirements Proficiency with Zendesk or similar ticketing systems Basic understanding of networking concepts, including TCP/IP, DNS, and VPNs Familiarity with Windows, and macOS environments Experience troubleshooting hardware, software, and peripheral devices Knowledge of cloud-based applications and SaaS platforms Strong communication skills with a focus on delivering excellent customer service Ability to explain technical concepts to non-technical users Excellent problem-solving and analytical skills Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience) Minimum of 1-2 years of experience in a technical support role Your Experience Experience with ITIL processes and best practices. Knowledge of Windows Server technologies – RDP, IIS configuration, server roles and features Knowledge of administering SQL Server database technologies (SQL Server 2017 -2022) – running pre-defined queries, backup and restore processes Familiarity with infrastructure monitoring tools. Bonus points for: Certifications such as CompTIA A+, Network+, or similar are a plus. An understanding of the software development cycle An understanding of software workflow solutions MS Azure configuration Please note this role
may require overnight stays away from home (UK and Internationally on occasion). Your own car is preferred. Benefits Market rate salary 25 days annual leave 2 Moment in Time Days 1 Community Day Life Assurance 4 x base salary Private Pension with Scottish Widows Health Care Cash Plan Hybrid working model Length of service additional time (Other perks in coming for 2025) Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristics. Please note that we can currently only consider candidates with an existing right to work in the UK.
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