We are seeking an enthusiastic and skilled IT Helpdesk Engineer to support our end users across multiple sites. You will handle IT support requests efficiently and effectively, ensuring a high level of service and satisfaction. This is a full-time, on-site role, with participation in an out-of-hours on-call rota (one week on, three weeks off). The ideal candidate will bring a positive, proactive attitude with a passion for continuous service improvement, technical problem-solving, and excellent customer service.
Key Responsibilities
* Respond to user inquiries via email, phone, in person, and through the helpdesk system.
* Perform onsite and remote troubleshooting using diagnostic techniques and relevant questioning.
* Identify and implement the most effective solutions to resolve technical issues.
* Guide users through problem‑solving steps in a clear and supportive manner.
* Escalate unresolved issues to senior engineers or relevant teams when required.
* Ensure Service Level Agreements (SLAs) are consistently met.
* Maintain detailed documentation of troubleshooting efforts and resolutions.
* Provide clear updates and communication to end users throughout the resolution process.
* Act as the main point of contact for local IT issues and provide remote support to other locations as needed.
Technology Stack
* Support, maintain, and troubleshoot Microsoft 365, including Exchange Online, SharePoint, Teams, and OneDrive.
* Manage and support Windows 11 desktop environments and Active Directory user accounts, permissions, and group policies.
* Provide first‑line and second‑line support for Azure AD, Intune, and other Microsoft cloud services.
* Assist with endpoint management, device enrolment, and configuration using Microsoft Endpoint Manager.
* Support and maintain networked printers, Windows servers, and basic networking components (DNS, DHCP, VPN).
Security Support and System Security
* Support and maintain IT system security and data protection.
* Work in alignment with cybersecurity policies under the guidance of the IT Security & Risk Manager.
* Ensure compliance with MFA, endpoint security standards, and data governance requirements.
Compliance and Best Practice
* Work within the ITIL framework to ensure structured service delivery and improvement.
* Monitor IT satisfaction levels and proactively address recurring issues.
* Meet deadlines and resolution targets in line with agreed SLAs.
*Rates depend on experience and client requirements
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