Level 1 Helpdesk Engineer
Role details
Job location
Tech stack
Job description
The On-Site Level 1 Helpdesk Engineer is responsible for providing first-line technical support for staff, students, and IT systems. This includes diagnosing and resolving Level 1 issues related to servers, backups, networking, end-user devices, classroom technology, and printing. The engineer will also assist the central Helpdesk Team with ticket triage and resolution within the IT ticketing system to ensure smooth day-to-day IT operations., End-User Support
- Provide on-site first-line support for all staff and student IT issues.
- Troubleshoot and resolve hardware and software problems on desktops, laptops, and peripherals.
- Support classroom technology, including Teams and Zoom setups, projectors, and AV equipment.
- Provide basic user training and guidance where needed.
Server, Backup & Network Support
- Monitor and respond to basic Level 1 server alerts (e.g., storage capacity, service restarts, account lockouts).
- Check and report on daily backup job statuses, escalating failures when necessary.
- Perform basic network troubleshooting (e.g., connectivity, Wi-Fi access, patching).
- Escalate persistent or critical issues to Level 2/3 engineers as required.
Helpdesk & Ticketing
- Log, track, and update all support requests through the Helpdesk ticketing system.
- Assist remote Helpdesk engineers by managing local support tickets requiring physical intervention.
- Ensure timely resolution of Level 1 tickets in line with SLAs.
- Maintain accurate records of issues, solutions, and asset information.
Hardware & Printers
- Install, configure, and support printers, multifunction devices, and drivers.
- Perform toner replacements, paper jam fixes, and basic maintenance.
- Support hardware moves, deployments, and imaging of PCs/laptops.
General IT Duties
- Assist in setting up new user accounts, email, and Teams access.
- Participate in IT projects, upgrades, and maintenance tasks.
- Maintain high standards of customer service and professionalism.
- Follow IT policies, procedures, and security best practices.
Requirements
So, here's the thing... We are seeking a motivated and experienced On-Site 1st Line Helpdesk Engineer to join our team permanently. Your degree isn't our priority, but your personality, attitude, and determination are. Furthermore, if you can easily acclimate to new environments, actively engage in brainstorming ideas, never stop before a challenge, and learn from your failures, and if this role aligns with your passions and you can prove you're great at it, our doors are fully open to you., Essential:
- IT support experience in a Helpdesk or technical support role.
- Good understanding of Windows operating systems and Microsoft 365 (Outlook, Teams, SharePoint).
- Basic knowledge of networking fundamentals (IP addressing, DNS, DHCP).
- Strong problem-solving, communication, and time management skills.
- Customer-focused with a proactive attitude.
Desirable:
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Experience supporting classroom or AV technologies (Teams Rooms, Zoom Rooms).
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Experience with server monitoring or backup tools (e.g., Veeam, Zabbix, or similar).
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Experience with Apple operating systems.
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Familiarity with Active Directory and Group Policy basics.
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ITIL Foundation or similar Helpdesk process understanding.
Working Hours
Full-time, on-site in Binfield and Wokingham customers. Occasional flexibility may be required for maintenance windows or major IT events.
