Technical Helpdesk Engineer

Company Overview

The Optimised Group of companies deliver quantifiable business outcomes to our clients through a comprehensive suite of energy/property services and technologies while driving a net-zero carbon agenda. With a combined team of highly trained analysts, engineers and technologists, the Group operates from four office locations in Blackpool, Bristol, Ashby, Sittingbourne, and Dumfries, providing national coverage.

Job Overview

The Optimised Group is looking for a Technical Helpdesk Engineer to join our full service, energy solutions business. They will be responsible for fulfilling a key role within our Building Management Systems Energy & Controls Centre, providing remote support to our customer base. The role incorporates the requirement to receive customer calls or emails to identify common failures via strategy analysis through to identifying and implementing energy saving initiatives to drive down the energy consumption across our customer portfolio.


Optimised Buildings

Employment Type:

Full-time & Permanent


Ashby de la Zouch


Up to £31k

Reporting To:

Bureau Manager

Principle Accountabilities

  • Delivering Bureau operations and services effectively

  • Managing task traffic to comply with relevant key performance indicators

  • Providing professional, concise communications at a high standard to a wide customer base

  • Being responsible for optimising the Bureau operations, providing timely responses to all technical queries

  • Developing a working practice to enable the pro-active support of our customer base via alarm monitoring and diagnostics

  • Identifying opportunities of energy saving initiatives across the customer portfolio.

  • Gathering and interrogating building controls technical information effectively, leading to a structured and logical outcome to rectify the task in hand

  • Providing a single point of contact for all customers

  • Delivering high quality support to customers in their critical periods, working to minimise down time in their business

  • Having end to end ownership of service tickets (reactive calls & T&M’s) through to resolution and be accountable for customer support levels delivered

  • Assisting the Service team to achieve the required level of customer Planned Preventative Maintenance (PPM)

Person Specification

  • Must demonstrate the ability to converse at all levels, from business leaders and decision makers to multi-skilled, site-based personnel

  • Must have excellent customer service skills

  • Must be able to take initiative and have the confidence to take the lead of difficult situations

  • Must have the ability to multi-task and operate with strong time management skills

  • Must have the ability to work under pressure on projects with reduced time-frames

  • Must have an enhanced level of communication skills, verbally and written

  • Must be able to take ownership of tasks

  • Must be skilled in Microsoft Office software

  • Must have the ability to quickly learn new IT packages, also including aM&T and Energy software as required

Experience & Qualifications


  • Must have experience and knowledge of HVAC principles and Buildings Controls

  • Experience with at least one of the leading BeMS platforms is desirable

  • Experience working in ticket management from a service background


  • The appropriate qualifications around Building Services and Electrical Engineering are desirable

Skills & Competencies

Customer Intimate

Willing to create deep and long-lasting client partnerships built on mutual benefit.


Do the right thing

Will uphold the highest standards of integrity even in the face of adversity.

Own the outcome

Will maintain quality standards, with the aim of improving service levels and customer value.


Willing to be part of an organisation big enough to be accountable and small enough to care. 


Willing to embrace change and constantly seek improvement.

Continuous improvement

Constantly aim to reduce clients’ impact on the environment, as we strive towards greater well-being and a better world.

What we offer you

  • Competitive salary

  • Company pension scheme

  • Private medical insurance

  • 25 days annual leave increasing to 28 with length of service

  • Option to buy or sell up to 3 days’ holiday per year

  • 1 day to volunteer for a charity of your choice

  • Opportunity for progression, including a designated training budget

  • Friendly, flexible, and dynamic team working environment

  • Opportunities to work with people at all levels of the organisation


Our office locations

Please apply by attaching a copy of your current CV and a covering letter detailing why you feel you would be suitable for this role.

We are passionate about creating an inclusive workplace that promotes and values diversity.


Companies that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be better companies.


More importantly, creating an environment where everyone, from any background, can do their best work is the right thing to do.