IT Helpdesk Engineer
Role details
Job location
Tech stack
Job description
We are recruiting for a Helpdesk Engineer to join our Brighton office. This is a hands-on technical role delivering 1st and 2nd line support across a multi-site environment, supporting end-user devices, enterprise applications, and core business systems.
You will act as a key point of contact for technical support, troubleshooting and resolving issues across desktops, virtual environments, mobile devices, and collaboration platforms. Support is delivered via phone, email, and face-to-face, with occasional travel to other offices.
The role requires strong diagnostic and problem-solving skills, with the ability to take ownership of incidents through to resolution. You will be expected to resolve the majority of tickets at 1st/2nd line level, escalating only where necessary, while maintaining clear documentation and communication throughout. Typical responsibilities include:
- Resolving user access and login issues
- Installing, configuring, and maintaining software
- Supporting hardware setup and system configurations
- Assisting users with application-related queries, * Provide professional and efficient 1st and 2nd line technical support, maintaining high levels of customer service
- Manage and prioritise helpdesk tickets, ensuring timely resolution in line with SLAs
- Accurately log, update, and document all incidents and resolutions within the helpdesk system
- Troubleshoot and resolve technical issues, identifying root causes rather than symptoms
- Escalate complex issues to 3rd line support, providing clear documentation and maintaining communication with users
- Perform daily system checks, monitoring, and routine IT administration
- Support and guide users on systems and applications, including providing training where required
- Assist with ticket allocation across the team when necessary, The firm operates a flexi-time scheme that requires all employees to be present during the core hours of 10:00 to 16:00 each day. Some occasional home working is possible by rota agreed within your team. The precise hours you are required to work will be agreed with your line manager. You will be required to work outside of normal office hours from time-to-time, including weekdays, evenings, weekends and bank holidays in support and maintenance of the IT systems, which may attract overtime payments, at appropriate rates.
Requirements
Do you have experience in macOS?, Do you have a Master's degree?, * Microsoft Windows (Windows 11, Windows Server environments)
- Microsoft 365 (Outlook, Word, Excel, Teams, Copilot)
- Citrix (XenApp, XenDesktop, published desktops)
- Microsoft Active Directory and Exchange
- Video conferencing (Teams, Zoom, Cisco systems)
- Mobile device management (Intune, Citrix XenMobile)
- Dell desktops, laptops, and thin clients
- Printers and managed print solutions
- Document management and dictation systems (e.g. Bighand, Dragon)
- PDF tools (Adobe Acrobat, Foxit)
- Remote support tools
Desirable Skills & Experience
- Previous experience in a 1st/2nd line support role
- Experience with Citrix environments and Citrix Director
- Knowledge of Microsoft Active Directory and Microsoft 365
- Experience in a legal or professional services environment
- Familiarity with Windows, macOS, and enterprise device management
- Experience with SCCM / Endpoint Central or similar tools
- Understanding of email security and archiving solutions (e.g. Mimecast)
- Exposure to AI tools in a corporate environment (e.g. Copilot, LLM-based tools)
- Experience working in multi-site enterprise environments, * Strong knowledge of Microsoft operating systems and Office 365
- Excellent troubleshooting and problem-solving ability
- Strong communication skills (telephone, written, and face-to-face)
- Ability to manage workload effectively and prioritise tasks
Benefits & conditions
Pulled from the full job description
- Flexitime
- Referral programme
- Sick pay
- Life insurance
- Company pension
- Private medical insurance
- Health & wellbeing programme
