Line Helpdesk Support Engineer

Engineers who perform well in this role will have a clear progression path to 2nd Line and eventually 3rd Line Engineer, working closely with senior engineers across a wide range of technologies and client environments., * Logging, managing, updating, and closing support tickets efficiently

• Providing first-line technical support via phone, email, and remote access
• Diagnosing and resolving common hardware, software, and user issues
• Carrying out daily IT systems checks and routine maintenance
• Supporting Windows desktop environments (Windows 10 / 11)
• Assisting with Microsoft 365 administration (users, mailboxes, Exchange, SharePoint)
• Supporting cloud-based services and Windows Server environments
• Assisting with Intune, Autopilot, and device provisioning
• Supporting mobile devices and Mobile Device Management (MDM) platforms
• Assisting with cybersecurity-related tasks and best practices
• Occasional on-site client visits alongside senior engineers
• Escalating complex issues appropriately while learning from their resolution, * Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer's requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

We are looking for a motivated 1st Line Helpdesk Support Engineer with a genuine passion for IT and a strong desire to learn. This role is not limited to basic password resets., We are looking for a motivated 1st Line Helpdesk Support Engineer with a genuine passion for IT and a strong desire to learn.

This role is not limited to basic password resets. A candidate who shows initiative, curiosity, and a proactive approach will be given the opportunity to build technical skills rapidly and take on increasing responsibility., GCSE in:

• English (grade C/4 +)
• Maths (grade C/4 +)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know., * Communication skills

• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Passion for ICT
• Positive attitude
• Motivated
• Hard-working
• Hardware and software
• Troubleshooting

Swift Digital Solutions is a growing managed IT services and software solutions provider supporting a wide range of clients across multiple industries. We deliver proactive, reliable IT support and pride ourselves on developing our engineers through real-world experience rather than keeping them siloed in a call-centre environment.