Deskside Engineer

Salary: £30,209 up to £35,000 dependent upon experience

Contract Type: Permanent – Full Time

Security Level: SC

Visa Restrictions: This position does not offer visa sponsorship

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

Provide specialist IT support services to CAA colleagues, maintaining outstanding customer service and understanding users’ IT and business needs.

Core Accountabilities

• Provide specialist IT support services to CAA colleagues, including printer, hardware and software troubleshooting.
• Software packaging - Respond to incidents escalated by other resolver teams in an efficient and effective manner, and in adherence to SLAs.
• Undertake service requests in line with established processes and in adherence to SLAs.
• Maintain and improve customer satisfaction levels.
• Ensure colleagues are kept informed on any open issues/cases with regular updates via appropriate communication channels.
• Establish a quality working relationship and rapport with colleagues.
• Develop an understanding of business and user requirements.
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
• Understand and operate escalation procedures, ensuring escalated cases are processed in a timely manner and resolved appropriately.
• Fully understand the service and deliver in line with contractual arrangements.
• Contribute valuable IT information to develop an effective knowledgebase accessible by all.
• Develop and maintain communication skills appropriate to the environment.
• Meet personal and team productivity and quality targets.
• Contribute suggestions for improvement opportunities to help towards continual service improvement activities.
• Provide guidance to Service Desk colleagues to assist with their continual learning and development.
• Understand and adhere to policies and procedures.
• Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.

About You

To be considered for the role – you will need to have an:

• Advanced understanding and experience in Windows Desktop operating system administration.
• Good understanding of broad range of information systems, technology functions and applications in line with IT industry standards as appropriate to the role.
• Basic networking understanding. Lenovo hardware break fix experience.
• Azure environment familiarity. 
• Familiar with ITIL processes
• Awareness of Information Security and best practices
• Ideally certified in appropriate technologies to support business strategy.
• Demonstrates analytical and systematic approach to resolving complex problems and assignments.
• Proven ability to work under pressure and to tight deadlines.
• Ability to communicate on complex issues to meet business and customer requirements to avoid escalations.
• Proven experience in IT Service environment and customer service skills.
• Positive, enthusiastic and supportive individual.
• Ability to take ownership of and progress incidents to resolution
• Ability to work in a team and to support team members
• Communication and interpersonal skills including listening, building rapport, and establishing empathy.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

SC - To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 5 years.

If you do not meet these requirements, we may not be able to accept your application.

For more information on SC clearance please visit - Vetting explained - GOV.UK (www.gov.uk)

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.

Due to the nature of the role, this is a Gatwick office-based position with occasional travel to Westferry (London) or other regional CAA offices.

We offer a range of excellent benefits such as free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: Monday 22nd December 2025

Interview Date: W/C Monday 5th or 12th January 2026

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.