IT Helpdesk Support Engineer

​A leading international organisation is seeking to hire an IT Helpdesk Support Engineer responsible for supporting day-to-day operational issues across the UK and Europe's networks and IT department. The successful candidate will offer 1st line IT support to internal users, resolving or escalating 1st line technical issues in collaboration with the Service Desk to manage the ticketing system and coordinate ticket allocation/escalation to meet established KPIs.

Key Responsibilities:

• Collaborate with the Service Desk to efficiently address/allocate/escalate IT issues reported via the ticketing system to meet customer requirements and departmental KPIs.

• Provide 1st line support for active directory, including tasks such as password resets, account unlocking, and delegated rights.

• Open, process, and close tickets as necessary, ensuring effective communication with stakeholders regarding emerging issues.

• Serve as a contact point for internal customers, maintaining clear communication with users and the team to deliver a high level of customer service and departmental support.

• Manage on-boarding for new users and follow procedures for processing leavers.

• Monitor outstanding tickets and follow up with team members for status updates and closure.

• Offer necessary support, training, and advice to customers as required.

• Be accountable for network monitoring and raising support issues.

• Support change management tasks, such as daily backups, backup checks, anti-virus checks, and capacity management monitoring.

• Assist in maintaining AD, Exchange, and related email systems.

• Help in the installation, support, and maintenance of IT services and solutions for customers.

• Handle additional tasks as assigned by the manager.

• Maintain stock levels and order equipment as needed.

• Service office equipment as required, such as printers (replacing toners, troubleshooting, etc.).

• Assist with routine systems maintenance as needed.

• Provide support to the secondary office site as per the team's schedule.

Experience Required:

• Proven previous experience in a 1st line IT Support Engineer role, acting as the first point of contact.

• Must have experience with Windows 10, AD, Exchange, and related email systems, DNS, DHCP, Printers and Scanners, O365, Microsoft Office, Basic administration of Windows Server (2008 R2, 2012, 2016, 2019), Network troubleshooting

• Excellent knowledge of various Microsoft Office products.

• Good understanding of user requirements.

• Familiarity with helpdesk systems.

• Previous experience working with exchange/email systems.

• Practical knowledge of network monitoring and daily backup processes.

• Experience in working toward KPIs.

• Good knowledge of user hardware (PCs, laptops, etc.) and practical skills for assisting with their maintenance.

• Ability to carry out routine processes and checks.

• Great communication skills, written and verbal, good time management

My client do not provide sponsorship under the Skilled Worker route for candidates therefore candidates must have and be able to demonstrate permission to work in the UK.