Helpdesk Engineer

As a Helpdesk Engineer you will be a key part of the IT team, providing day-to-day technical support across the business. This role is ideal for someone building their career in IT support, working under the guidance of senior colleagues to deliver efficient, customer-focused support that aligns with business needs.

Day to day, you will be involved in the following:

Technical Support

• Act as a first point of contact for technical issues, providing troubleshooting and resolution, escalating complex or unresolved issues to senior engineers when needed
• Work alongside IT team members to address hardware, software, network and systems issues
• Help ensure reliable day-to-day IT operations for end users

Incident Management

• Log, categorise and prioritise incidents accurately, progressing them through to resolution within agreed service levels
• Contribute to post-incident reviews, helping identify root causes and suggesting improvements

Process Improvement

• Follow and help maintain best practices to improve helpdesk efficiency and user satisfaction
• Suggest improvements to helpdesk processes based on day-to-day experience

User Support & Knowledge Management

• Support end-users in understanding and using IT systems effectively
• Help create and maintain clear, user-friendly documentation and knowledge base articles to support self-service and reduce recurring issues

General Duties

• Monitor ticket queues to ensure timely progression and resolution of support requests
• Support service reporting and performance metrics
• Promote IT best practice across the business
• Engage with stakeholders to understand their needs and provide appropriate support
• Ensure compliance with IT policies, standards, and security guidelines

This role is based across our Potters Bar and Barking offices on a hybrid basis. You’ll need a UK driving licence and access to a vehicle to travel between the two sites when required.

You’ll do well here if you recognise yourself in this:

• You’re hungry to grow and you take personal responsibility for your work and your development.
• You’re comfortable with complexity and you’d rather solve a hard technical problem than avoid it.
• You work well across disciplines - you know good delivery depends on civil, power and digital teams pulling in the same direction.
• You use sound judgment under pressure and you’re straight with people about risk and programme.
• You’re professional and approachable with users, and you take ownership of the issues you pick up until they’re resolved.
• You can prioritise and adapt at pace in a fast-moving, ticket-driven environment, and you’re a collaborative team player., * Some experience in an IT support or helpdesk role, or a strong foundation from relevant training/qualifications if you’re newer to the field
• Good technical understanding across desktop, network, and systems support
• Strong problem-solving skills and close attention to detail
• Good communication skills with a customer-centric mindset

Desirable

• Familiarity with incident management systems and awareness of ITIL practices, * Full UK driving licence and access to a vehicle, for travel between our Potters Bar and Barking offices

Desirable

• Relevant IT qualifications (e.g. CompTIA, Microsoft, Cisco) - beneficial but not essential

If you meet most but not all of the above, we’d still like to hear from you. We’ll look at what you’ve delivered and what you’re capable of, not just the list.

In addition to an industry competitive salary, we offer:

• Performance-linked bonus, where applicable
• Pension - 4% employer matched
• 28 days annual leave plus bank holidays
• Health cash plan (BUPA) - cashback on dental, optical and physiotherapy
• Healthcare plan (Benenden Health) - faster medical advice, private diagnostics and treatment alongside the NHS
• Employee assistance programme
• Electric car scheme - lease a fully maintained EV through salary sacrifice
• Funded training and development through our Training Centre and Competency Cloud, professional membership and a clear route to chartership or higher authorisation
• Exclusive discounts

At JSM Group, we are a leading specialist infrastructure engineering company. We design and install the complex power networks, digital infrastructure and specialist systems a future-focused worldwide marketplace needs - from high-power grid connections to critical utilities, data centres to renewable energy.

From High-Power grid connections to Critical Utilities. Data Centres to Renewable Energy, our full turnkey solution teams manage the full scope to help advise and deliver complex infrastructure projects at speed, on time and with reduced legislation, technical and commercial risks., At JSM Group, we’re not just shaping the future of utilities, we’re raising the bar for what a great place to work looks like.

Our values aren’t words on a wall. They drive every decision we make and every project we take on, pushing us to go further, do better, and leave a real mark on the industry.

We want people who are hungry to grow, ready to take on complex challenges, and excited to work alongside clients and partners who are changing the landscape of the utility sector across the UK, Europe and beyond.

In return, we give you the room to develop fast, the work to stretch you, and the platform to build a career that actually means something - and here’s what that looks like in practice