, Overview
We are seeking a motivated, customer minded IT Service Desk Engineer (Level 1) to join our team. This role provides essential technical assistance to end-users, ensuring smooth operation of IT systems and infrastructure. Responsible for providing remote support to customers across the UK and assisting with onsite support and project delivery activities as required. The successful candidate will be responsible for resolving a variety of hardware, software, and network issues, delivering excellent customer service in a fast-paced environment. Part of the role is customer based near Heathrow Airport so we need someone flexible, who enjoys variety and isn't afraid to roll their sleeves up.
This position offers an opportunity to develop foundational IT support skills within a dynamic organisation.
Duties
- Respond promptly to user requests via help desk tickets or direct communication channels within ServiceNow.
- Troubleshoot and resolve issues related to desktop support, including hardware and software errors.
- Assist with network connectivity problems and firewall configurations.
- Support operating systems across various client devices.
- Manage user accounts and permissions within Active Directory.
- Escalate complex problems to higher-level support teams (Level 2 and 3) when necessary while maintaining clear documentation of all actions taken.
- Identify potential security incidents or major incidents with a wide scope of impact
- Provide excellent customer service by communicating clearly with end-users and documenting solutions effectively.
Skills
- Experience with desktop support across Windows operating systems.
- Familiarity with Active Directory management and software deployment tools such as SCCM.
- Knowledge of hardware components and troubleshooting techniques for computer hardware issues.
- Proficiency in using ticketing systems like ServiceNow for tracking incidents and requests.
- Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
- Analytical skills for diagnosing problems through log analysis and system performance review.
- Ability to work effectively within a team environment while managing multiple priorities efficiently. This role is ideal for individuals eager to build their career in IT support while delivering exceptional service in a professional setting.
Qualifications
Desirable:
Microsoft Exams/Certifications such as:
Microsoft Azure Fundamentals (AZ-900)
Microsoft 365 Fundamentals (MS-900)
Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
Endpoint Administrator Associate (MD-102)
Microsoft Azure Administrator Associate (AZ-104)
ITIL 4 or 5 Foundation
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Work from home
Application question(s):
- Are you a car driver and owner?
- Please confirm you can:
Remain on foot/walk around customer site(s), for long periods
Climb step ladders safely
Carry equipment (i.e. laptops)
The on-site physical activities are intrinsic and essential to this role. They are not occasional or optional, but a core requirement of delivering support to our customers which inc. Immigration Removal Centres. We anticipate these requirements will occur approximately 4-6 times per month but could be more frequent. Under Section 60 of the Equality Act 2010, employers are generally prohibited from asking health-related questions before making a job offer, except where the questions relate directly to an intrinsic function of the role.
As the above physical requirements are intrinsic to this position, we are lawfully permitted to request health information to ensure you can safely perform these duties and to identify any reasonable adjustments.
Language:
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: Hybrid remote in Godalming (Surrey)
