First Line IT Engineer - Helpdesk

As a First Line IT Engineer, you’ll play a key role in resolving customer issues remotely via our helpdesk system, working closely with the team to consistently meet and exceed our SLAs. Customer service is central to what we do, so we’re looking for someone who’s not just technically capable, but genuinely invested in delivering a great experience for every customer.

Day to day, you’ll diagnose issues over the phone and email, log and manage every step through the ticketing system, and follow our defined helpdesk procedures to keep things consistent and on track. You’ll communicate clearly with people at all levels of an organisation, comply with our security policies at all times, and occasionally support with onsite diagnostics when needed.

You’ll need at least a year’s experience in a helpdesk role and a year in customer service, along with excellent written and verbal communication, you should be just as comfortable explaining something to a non-technical customer as you are troubleshooting it., Full training is provided, so don’t rule yourself out if you don’t tick every box. Experience in any of the following would be an advantage:

• Strong customer service and problem-solving skills
• Ticketing system knowledge
• Basic Microsoft Windows and Active Directory administration (user accounts, password resets, email/security groups)
• Server hardware and/or software
• An IT/ICT vocational or further education qualification
• Windows Servers and Hyper-V
• Routers, firewalls, networking and switches

What you’ll bring

A strong work ethic and a can-do attitude, the ability to prioritise and adapt as things change, and a confident, professional manner under pressure. You’ll manage competing priorities and record your work accurately, while collaborating well with the team and communicating professionally with customers, both internally and externally.

• Internal and external training opportunities
• Genuine progression opportunities within the company
• 5 days of paid sick leave after 6 months’ service
• An additional day off for your birthday
• A wellbeing support programme
• Quarterly socials

Additional requirements

Most issues are resolved remotely, but you may occasionally need to attend customer sites where a remote fix isn’t possible. A driving licence and access to your own vehicle is therefore required for this position.

Pay: £26,250.00 per year

Benefits:

• Additional leave
• Bereavement leave
• On-site parking
• Sick pay

Remedian IT Solutions is an award-winning provider of IT support to schools and businesses across the North West. We’re looking for an enthusiastic First Line IT Engineer to join our vibrant Helpdesk team, a great opportunity for someone looking to build their career in IT and gain hands-on experience in a dynamic, fast-paced environment.