> Markdown version of [/jobs/ext/3174566-1st-and-2nd-line-it-helpdesk-engineer](https://www.wearedevelopers.com/jobs/ext/3174566-1st-and-2nd-line-it-helpdesk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st and 2nd Line IT Helpdesk Engineer - **Company:** DSM - **Location:** Sibson, UK (Remote available) - **Salary:** £28,000.0 - £34,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, VoIP, Business Software, Cyber Security, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, IP Addressing, Virtual Private Networks (VPN), Vector Graphics, Windows Servers, Wi-Fi Technology, Data Processing, Firewalls (Computer Science), Laptops, Fortinet, User Accounts, Vmware - **Published:** September 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=19e044b8d6d408f8 ## About the Role Essential * At least a year of experience in a helpdesk, service desk or MSP environment * Excellent telephone manner and clear written English * Solid working knowledge of Windows 10 and 11, Microsoft 365 and Entra ID or Active Directory administration * Good understanding of networking including IP addressing, DNS, DHCP, VPN and Wi Fi troubleshooting * Logical, methodical approach to troubleshooting * Strong organisation and the ability to prioritise a busy queue * A team player who takes ownership and asks for help when needed * Self motivated and comfortable working independently from home with a reliable internet connection * Full UK driving licence, or working towards one, for occasional client site visits Desirable * Experience with Windows Server, Hyper V or VMware * Exposure to firewalls and switching such as WatchGuard, Fortinet or Ubiquiti * Familiarity with a PSA or ticketing system such as ConnectWise, Autotask or HaloPSA * Experience with remote monitoring and management tools * Awareness of cyber security fundamentals and Cyber Essentials * CompTIA A+, Network+ or Microsoft fundamentals certifications * Experience supporting VoIP telephony or mobile devices ## Description The Helpdesk Engineer is the first point of contact for our clients when they need technical help, and the person who sees most issues through to resolution. You will answer calls, respond to emails and portal tickets, log and categorise incidents accurately, and fix as much as you can at first contact. You will then take ownership of the 2nd line work that follows, investigating more involved faults across desktops, servers, Microsoft 365 and networks, and escalating to our Senior Engineers only where an issue genuinely needs their depth of expertise., * Act as the first point of contact for client support requests by telephone, email and the service desk portal, providing a friendly, professional and reassuring experience. * Log, categorise and prioritise all incidents and service requests accurately in the service desk system, ensuring tickets are kept up to date with clear, well written notes. * Diagnose and resolve 1st line issues at first contact wherever possible, covering Windows desktops and laptops, Microsoft 365, printing, user accounts, passwords, connectivity and common business applications. * Carry out routine service requests such as new user set ups, leavers, permission changes, mailbox configuration and device builds following DSM standard procedures. * Own and resolve 2nd line issues including Windows Server and Active Directory administration, Microsoft 365 and Entra ID configuration, networking faults, backup checks and remote monitoring alerts, using our RMM and remote tools. * Escalate issues that need 3rd line or specialist input to Senior Engineers promptly and with complete, relevant information, and take ownership of keeping the client informed until resolution. * Monitor the ticket queue and alerting tools, chasing open tickets, meeting agreed response and resolution targets, and flagging anything at risk of breaching SLA. * Follow DSM security and compliance procedures at all times, including identity verification, change control and data handling, and help clients to do the same. * Contribute to and maintain the internal knowledge base and client documentation so that fixes are repeatable and the whole team benefits. * Support the wider engineering team with project work, on site visits and asset management as required. * Participate in the team rota to provide cover across our core support hours. ## Related Videos - [WeAreDevelopers LIVE - Playing in Production](https://www.wearedevelopers.com/videos/100363-wearedevelopers-live-playing-in-production) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)