First/Second Line Support Desk Engineer

• Respond to incoming tickets, calls, and emails from clients.
• Provide first-line diagnosis and resolution for common IT issues.
• Escalate unresolved issues to 2nd/3rd line or specialist teams.
• Log all incidents accurately in the ticketing system.
• Ensure timely updates and closure of tickets.
• Deliver remote troubleshooting using RMM tools.
• Occasionally visit client sites for hardware or network issues.
• Create, modify, and disable user accounts in Active Directory and Microsoft 365.
• Manage permissions and group policies.
• Install, configure, and update applications.
• Diagnose and repair basic hardware faults (PCs, laptops, printers).
• Troubleshoot LAN/WAN issues, VPN connectivity, and Wi-Fi problems.
• Assist with firewall and router configurations under guidance.
• Monitor client systems via RMM dashboards.
• Apply patches and updates to maintain security compliance.
• Maintain accurate records of fixes, configurations, and client environments.
• Update knowledge base articles for common issues.

• Operating Systems: Windows (desktop & server), macOS
• Networking Basics: TCP/IP, DNS, DHCP, VPN, firewalls
• Active Directory: User account management, group policies
• Microsoft 365 / Exchange: Email setup, troubleshooting
• Remote Support Tools: RMM platforms, remote desktop
• Basic Hardware Support: PCs, laptops, printers, peripherals
• Host telephony and SIP and VoIP Technologies
• Ability to identify and resolve common IT issues quickly with the use of ticketing systems (e.g., ServiceNow, ConnectWise, Autotask)
• Understanding of antivirus, patching, and basic cybersecurity principles.

• 21 Days Holiday - increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Pension Scheme
• Free On-Site Parking
• Charity Events

GHM Communications Ltd is a leading provider of IT, Wi-Fi, and business telephonysolutions, catering to businesses and care homes across the UK. With a focus on delivering innovative and reliable technology services, GHM Communications has established itself as a trusted partner for organizations looking to enhance their IT & communication infrastructure and operational efficiency.