Level 1 Helpdesk Technician
Gateshead, Tyne & Wear (Office-based, next to the Metrocentre)
Salary: £25,000 per annum
Hours: Monday–Friday, 8:30am–5:00pm (37.5 hours per week)
About Xertex Solutions Ltd
Xertex Solutions Ltd is a family-run IT support and services provider based in Gateshead, right next to the Metrocentre. We pride ourselves on delivering a friendly, professional service to businesses across the North East, combining technical expertise with a personal approach that larger companies often can't match.
Our team is at the heart of everything we do. We believe in creating a positive, supportive environment where people can learn, grow, and build long-term careers in IT. Whether it's through regular team events, training opportunities, or simply the way we look out for each other day to day, we make sure our workplace is one where people enjoy coming to work.
The Role
We are looking for a Level 1 Helpdesk Technician to join our growing support team. This is a fantastic opportunity for someone looking to begin or develop their IT career in a supportive environment, with a clear path for progression into more advanced technical roles.
As the first point of contact for our clients, you'll be responsible for providing high-quality support over the phone and via email. You'll deal with a wide variety of technical issues, helping users get back up and running quickly while learning valuable troubleshooting and customer service skills along the way.
Key Responsibilities
* Answering incoming support calls and responding to emails from clients.
* Logging, managing, and resolving tickets in our helpdesk system.
* Providing basic Microsoft 365 administration and support.
* Troubleshooting issues with Microsoft 365 apps, laptops, and Windows desktops.
* Escalating complex issues where necessary.
* Opportunity to progress into hardware installations, onsite troubleshooting, and more advanced IT tasks.
What We're Looking For
Preferred experience:
* Some IT-related education (A-Level, BTEC, HND, or degree).
* Previous experience in a customer-facing role.
* Familiarity with Microsoft 365 and Windows operating systems.
* A problem-solving mindset with a willingness to investigate and learn.
* Ability to follow processes and escalate issues when needed.
Personal attributes:
* Reliable, proactive, and eager to learn.
* A team player who can also work independently.
* A genuine interest in technology with ambitions to grow into 2nd or 3rd line support over time.
What We Offer
* 30 days holiday (plus bank holidays) + your birthday off.
* Company pension scheme.
* Quarterly team-building activities and nights out.
* Clear progression opportunities into more senior IT roles.
* Supportive, family-run business culture where your input is valued.
If you're passionate about IT, keen to learn, and want to join a supportive team where you can grow your career, we'd love to hear from you
Apply now to join Xertex Solutions Ltd as our new Level 1 Helpdesk Technician.
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:
* Casual dress
* Company pension
* Free parking
* Gym membership
Work Location: In person