Department:
Helpdesk
Location:
Serveline – Kinver Office
Salary:
£25,000 - £30,00.00 p.a (BOE)
Hours:
37.5 Per Week – ROTA (1 Hour Lunch)
Contract Type:
Full Time, Permanent
Reporting To:
Helpdesk Manager
Engineer Level:
1st Line
Role Overview
Serveline IT Ltd are looking for an experienced and customer-focused Helpdesk Engineer to join our growing Helpdesk team. This role is ideal for someone with previous IT support experience who is looking to further develop their technical knowledge within a fast-paced Managed Service Provider (MSP) environment.
The successful candidate will provide first and second-line support to a wide range of customers across multiple sectors including business, education, and charities. You will be responsible for troubleshooting technical issues, supporting end users remotely, maintaining high service standards, and assisting with infrastructure and cloud-based technologies
Key Responsibilities
· Provide first and second-line technical support via phone, email, and remote support tools
· Manage and progress support tickets within agreed service levels and priorities
· Troubleshoot and resolve issues relating to Microsoft Windows, Microsoft 365, networking, printers, email systems, and cloud services
· Escalate complex or high-priority issues to senior engineers where required
· Configure and deploy laptops, desktops, and mobile devices
· Support Microsoft 365 administration including Exchange, Teams, SharePoint, and Entra ID
· Assist with onboarding new customers and user setups
· Maintain accurate documentation and ticket updates
· Support cyber security best practices and follow company procedures
· Participating in customer projects, installations, and system upgrades where required
· Deliver excellent customer service and maintain professional communication at all times
Skills & Knowledge
· Previous experience working within an IT support or helpdesk environment
· Good understanding of Microsoft Windows operating systems
· Experience supporting Microsoft 365 environments
· Basic understanding of networking principles including TCP/IP, DHCP, DNS, and WiFi
· Experience using remote support and ticketing systems
· Strong troubleshooting and problem-solving skills
· Ability to prioritise workload and manage multiple tickets effectively
· Good written and verbal communication skills
· Understanding of cyber security best practices
Desirable Skills
· Experience working within an MSP environment
· Knowledge of Microsoft Intune and Entra ID
· Experience with VoIP systems
· Knowledge of Halo PSA ticketing systems
· Knowledge of Hudu Documentation
· Understanding of backup and disaster recovery solutions
· Exposure to networking hardware such as switches, firewalls, and access points
· Knowledge of remote monitoring and management platforms
Personal Qualities
· Friendly and approachable
· Reliable and punctual
· Positive attitude towards learning
· Professional manner when speaking with customers
· Patient and calm under pressure
· Motivated and eager to develop technical skills
· Honest and trustworthy
Benefits
· Ongoing training and development opportunities
· Exposure to wide range of technologies and environments
· Career progression opportunities within the business
· Performance rewards/bonuses
· Company pension scheme
· Holiday entitlement in line with company policy – awarded more holiday after serving time at Serveline.
Entry Requirements
· GCSE Grade 4/C or above in English and Maths preferred
· GCSE Grade 4/C or above in ICT
· Full UK driving license beneficial but not essential
· Minimum 1 year experience in IT helpdesk or technician (not essential)
· Basic IT knowledge and confidence using computers
· A genuine interest in pursuing a career within IT support
· Previous customer service experience
Recommended Certifications
Whilst not essential, the following certifications would be advantageous:
Microsoft:
· Microsoft 365 Certified: Fundamentals (MS-900)
· Microsoft Certified: Azure Fundamentals (AZ-900)
· Microsoft 365 Endpoint Administrator Associate (MD-102)
CompTIA:
· CompTIA A+
· CompTIA Network+
· CompTIA Security+
Vendor Certifications (Desirable)
· SonicWall
· Ubiquiti
· 3CX
· HPE/Aruba
Working Hours
Normal working hours will be Monday to Friday, operating hours for helpdesk are 8am until 5:30pm. We work on a Rota basis that is arranged monthly, with shifts hours operating as: 8am – 4:30pm, 8:30am – 5:00pm and 9am – 5:30pm.
We do offer flexible working arrangements based on successful completion of the probationary and initial training period.
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Company pension
- Flexitime
- Free parking
- On-site parking
- Sick pay
Work Location: In person
