IT Service Desk Engineer - Contract

Runtime Group are working with an established technology-driven organisation that is looking to add an IT Service Desk Engineer to its IT Operations team. This role will focus on providing 1st and 2nd line support while assisting with a number of ongoing infrastructure initiatives. You’ll be the first point of contact for end-user support, helping to ensure smooth day-to-day operations across Microsoft 365, Windows, networking, virtualisation, backups, and macOS environments., * Provide professional 1st and 2nd line support in person, remotely and by telephone, diagnosing hardware, software, peripheral, printing, connectivity and mobile issues on Windows and macOS.

• Act as first point of contact for incidents and service requests via the service desk tool (Jira), email, Teams and walk-ups, logging each accurately with symptoms, affected users and business impact.
• Categorise and prioritise tickets ensuring SLA targets are adhered to
• Own your queue - keep notes current, chase suppliers and internal teams, keep users informed, and confirm resolution before closing.

• Experience in a 1st or 2nd Line IT Support / Service Desk role
• Experience supporting Windows 11, Microsoft 365, Active Directory / Entra ID
• Networking skills: TCP / IP, DNS, DHCP,
• Practical Microsoft 365 administration, particularly Exchange Online, Teams, SharePoint and OneDrive.
• Experience of an ITSM/ticketing tool, working to defined SLAs, and of backup concepts and routine operational checks.