Helpdesk Engineer

Reporting to the Customer Service Manager you will be responsible for providing technical support to Public, University, College and School Libraries. The role will be office based providing both remote/online support to our customers and Partners. You will be responsible for delivering high standards of service across a range of products, ensuring that customers are managed efficiently and effectively., Join our dynamic IT support team as a Helpdesk Engineer, where you’ll be the frontline hero in delivering exceptional technical assistance to our users. This role offers an exciting opportunity to troubleshoot, resolve, and escalate a wide range of hardware and software issues, ensuring seamless technology operations across the organization. Your proactive approach and excellent communication skills will help foster a positive user experience while maintaining system integrity and security., * Provide first-line technical support via phone, email, and remote tools for end-users experiencing hardware, software, or network issues.

• Troubleshoot and resolve problems related to computer hardware, operating systems (Windows, macOS, Linux), and software applications including Microsoft Office.
• Assist with desktop support tasks such as installing, configuring, and maintaining computers, peripherals, and mobile devices.
• Manage user accounts and permissions within Active Directory and assist with password resets or account lockouts.
• Support network connectivity issues involving LAN, VPN, DNS, TCP/IP protocols, firewalls, and switches to ensure reliable access.
• Monitor and troubleshoot network infrastructure components including TCP/IP configurations and LAN setups.
• Utilize IT service management tools such as ServiceNow, Jira, BMC Remedy to log incidents, track progress, and document resolutions.
• Support enterprise systems like Microsoft Windows Server environments and SCCM for software deployment and updates.
• Assist in maintaining security protocols by managing firewall settings and VPN configurations to protect organizational data.
• Collaborate with team members on escalated issues using analysis skills to identify root causes and implement effective solutions.

This client-facing role requires an experienced individual who can demonstrate enthusiasm, confidence and the flexibility to manage the needs of their clients. Excellent interpersonal skills are essential to this role. To succeed you need to demonstrate:

· Excellent communication skills

· Problem solving to a high degree

· Ability to deal with challenging situations

· Prioritise your workload effectively

The ideal candidate will be multi skilled having a good level of IT and computer skills including a basic knowledge of electrical, electronic & mechanical systems. You must also be a motivated team player with a commitment to deliver outstanding customer service & support. Other desirable attributes include:

· Previous help desk experience in an electronic or IT environment

· Some experience within a similar role - however, training will be given.

You must have a current driving licence and valid passport and be prepared to have a DBS check., * Proven experience in a helpdesk or technical support role supporting Windows desktops/laptops, macOS devices, and Linux systems.

• Strong understanding of computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS management, VPNs, firewalls, and TCP troubleshooting.
• Hands-on experience with Active Directory administration for user account management.
• Familiarity with enterprise tools such as SCCM for software deployment and ServiceNow or Jira for incident tracking.
• Knowledge of hardware components including computers, peripherals, routers, switches, and other networking equipment.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to analyze issues quickly and efficiently while maintaining a customer-focused approach.

Join us in delivering top-tier IT support that keeps our organization running smoothly! We value energetic problem-solvers who thrive in fast-paced environments and are eager to grow their technical expertise while providing outstanding customer service. This paid position is perfect for those passionate about technology support roles seeking a collaborative team environment where your skills make a real impact every day!

Want to help Lyngsoe Library Systems to create and strengthen software and hardware products dedicated to automation of physical processes in public and academic libraries globally? Although often associated with dusty bookshelves, libraries are in fact technological front-runners, who for decades have embraced the use of digital solutions using automated material handling, RFID and a wide range of electronic means to be able to provide a good support to the huge number of users, while taking on ever more new activities in the libraries.

In Lyngsoe Library Systems we understand the importance of providing reliable, easy-to-use automation solutions, who together with our dedicated and knowledgeable staff, enable the libraries to continue their transformation into advanced community centres.

If you can see yourself as a part of the team in Lyngsoe Library Systems, who cherish and support libraries in all shapes and sizes, then join our international team of dedicated “Library lovers”.

We are looking to recruit a Helpdesk Engineer to work at our UK office located in Long Bennington, Lincolnshire. We expect the successful applicant to develop and become a valued member of our team in the coming years so you should be a motivated individual with a long-term commitment to the company and to our commitment of working for libraries., Salary £28k (Dependent on experience). Lyngsoe Systems offers an exciting job opportunity in an inspiring environment. You will become a member of one of our multiple highly professional and dedicated teams working to deliver customer focused solutions, contributing to multiple projects in dynamic structures with a strong technical and commercial commitment. This is a unique opportunity to develop your personal and professional skills. We care about your career path, work-life-balance and nurture a Lyngsoe UNITED spirit across our more than 200 employees, striving to support each other and have fun.