IT Helpdesk Engineer

We're looking for a proactive and customer-focused Helpdesk Engineer to join our expanding support team. In this role, you'll be responsible for handling day-to-day user support requests, diagnosing issues efficiently, and delivering a friendly, confident service experience.

You'll take ownership of tickets from start to finish, using a structured approach to troubleshooting while knowing when to escalate more complex issues. This role is ideal for someone with solid foundational technical skills who wants to develop further within a high-growth MSP., * Provide first-line and basic second-line support for user issues across Windows devices and common applications

• Take ownership of support tickets, keeping customers updated and setting clear expectations
• Troubleshoot incidents using a calm, structured, and logical approach
• Identify when an issue needs escalating and provide clear notes to support senior engineers
• Deliver personable, confident communication to both technical and non-technical users
• Support Microsoft 365 environments including user admin, email issues, SharePoint access, and general end-user requests
• Assist with basic networking tasks such as checking DNS, DHCP, and connectivity issues
• Log detailed, accurate notes to ensure smooth handovers and clear audit trails
• Contribute to documentation by highlighting recurring issues or knowledge gaps
• Work in line with Reformed IT values and processes, keeping work efficient, accurate, and well-organised

Do you have experience in IT support?, Be Passionate - We genuinely care about delivering the best service possible. Be Personable - We treat clients and colleagues as people, not just numbers or tickets. Be Efficient - We focus on smart solutions that save time and add value.

We're looking for someone who embodies these values and whose vision for growth aligns with ours: someone eager to learn, progress, and grow alongside the business., * Minimum 1 year experience working within an MSP or similar IT support environment

• Good understanding of Windows desktop support and common business applications
• Basic Microsoft 365 knowledge, including user setup and mailbox troubleshooting
• Familiarity with Active Directory (password resets, user management)
• Understanding of core networking concepts such as DNS, DHCP, and IP addressing
• Strong communication skills - calm, friendly, and confident with customers
• Ability to follow structured troubleshooting steps
• A willingness to learn, ask questions, and grow your technical capability over time

Pulled from the full job description

• Employee stock ownership plan
• Company pension
• Private medical insurance
• Health & wellbeing programme
• Company events, * A clear pathway for growth within one of the fastest-growing MSPs in the UK
• The chance to learn directly from experienced IT professionals
• Exposure to a wide range of technologies and best practices
• Ongoing training and professional development opportunities
• Private healthcare with Vitality
• EMI company share scheme through Vestd, giving you the opportunity to invest in the success of the business
• Supportive work environment where your growth is as important as the company's

Job Type: Full-time

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Company events
• Company pension
• Employee stock ownership plan
• Health & wellbeing programme

Reformed IT is an exciting, high-growth Managed IT Service Provider (MSP) based in Eastwood, Nottinghamshire. We are raising the bar and setting the standard in security and customer service within our sector by hiring amazing, talented people who want to develop their careers in this fast-paced industry. Established in 2019, we've already been recognised as one of the fastest-growing MSPs in the UK. And we're only just getting started - we expect to grow by at least 50% per year going forward. This means plenty of opportunities for our talented employees to progress their careers. We provide a dynamic and collaborative work environment. We invest in our employees by offering: * Weekly training sessions * Paid exams * Quarterly performance-related pay schemes * Private healthcare with Vitality (including discounted family membership options) * The chance to become a shareholder through our EMI scheme with Vestd At the heart of everything we do are our values