IT Helpdesk Administrator

Due to continued business needs, they are seeking an experienced IT Helpdesk Administrator to join their growing team in Newtownabbey.

This is an excellent opportunity to join a supportive and close-knit organisation where your contribution will be valued, your technical skills can develop, and there is genuine scope for long-term career progression within the company.

The Role

As an IT Helpdesk Administrator, you will be responsible for providing first-line technical support to clients, acting as the initial point of contact for IT queries and ensuring issues are logged, investigated and resolved efficiently.

The role will primarily involve remote support from the company’s Newtownabbey office, with occasional travel to client sites across the UK and Ireland.

You will work across a varied IT environment, supporting end users with everyday technical issues, Microsoft 365 administration, desktop troubleshooting and basic network support.

Key Responsibilities

• Provide first-line IT support to clients via telephone, email and remote support tools.
• Log, prioritise, manage and resolve support requests through a ticketing system.
• Administer and support Microsoft 365 applications, including Exchange Online, SharePoint, Teams and Entra ID.
• Troubleshoot Windows 11 desktop and laptop issues, including operating system, software, driver and application problems.
• Install, configure and troubleshoot network printers, peripherals and office hardware.
• Attend client sites across the UK and Ireland when required to provide hands-on technical support.
• Escalate more complex technical issues to senior engineers, maintaining accurate records and documentation.
• Assist with new user account creation, employee onboarding and offboarding.
• Maintain internal technical documentation and contribute to knowledge base articles.
• Deliver a professional, customer-focused service while maintaining high standards of communication.

• At least two years’ experience in an IT support, service desk or helpdesk position.
• Practical experience supporting Microsoft 365, including Exchange Online, SharePoint, Teams and Entra ID.
• Strong Windows desktop support and application troubleshooting skills.
• Experience configuring and troubleshooting network printers and common IT peripherals.
• Familiarity with ticketing systems and structured IT support processes.
• Excellent communication and customer service skills.
• A full, clean UK driving licence and willingness to travel to client sites when required.
• A proactive approach to troubleshooting, with strong organisational skills and attention to detail.

Desirable Skills and Experience

• Microsoft certifications such as MS-900, MD-102 or AZ-900.
• Experience with Windows Server administration.
• Knowledge of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs.
• Previous experience working for a Managed Service Provider (MSP) or supporting multiple client environments.
• CompTIA A+ or Network+ certification.

• Competitive salary of £26,000-£30,000, depending on experience and technical ability.
• Permanent, full-time employment with an established and growing IT services business.
• Opportunities to develop your technical skills and progress your career within the company.
• A supportive team environment where your ideas and contribution are valued.
• Optional on-call rota with additional payment.
• Paid overtime for planned site work.
• Exposure to a broad range of technologies, clients and IT environments.
• The opportunity to build your experience and take on greater responsibility over time.

Our client is a leading Managed IT Services Provider delivering reliable, secure and innovative IT solutions to small and medium-sized businesses across the UK and Ireland. Working with a diverse client base, particularly within the transport and logistics sector, they provide essential IT support and services that help businesses operate efficiently.