IT Helpdesk Engineer

We are seeking a personable, technically skilled, and proactive Helpdesk Engineer to join our growing team.

You will be the first point of contact for clients experiencing technical issues and will be responsible for resolving these efficiently-whether remotely, over the phone, via email, or in person.

In addition to day-to-day support duties, you will also be involved in assisting with project-based work involving the implementation of IT products and solutions sold by our sales team.

(The role may involve frequent travel to customer sites in Lancashire, while our office is based in Elland, this role may suit somebody based between Manchester and Halifax to help facilitate regular visits to our Lancashire customers)

Key Responsibilities

Provide 1st and 2nd line support to end users via phone, email, and remote tools.

Visit client sites when required to provide on-site troubleshooting or implementation support (this may mean a late finish from time to time, but this will be balanced out by giving time back to you in the form of a late start or early finish on a following day).

Accurately log and track all incidents and service requests in the service desk ticketing system (Autotask).

Perform root cause analysis and ensure timely resolution or escalation of issues.

Set up and configure new user accounts, hardware, software, and network equipment.

Work alongside the Projects Team to assist in deploying new IT systems, networks, and applications based on customer requirements.

Deliver excellent customer service with a professional, friendly, and can-do attitude.

Keep customers informed about incident progress and timelines in line with SLAs.

Maintain and update technical documentation and knowledge base entries (IT Glue).

Stay up to date with emerging technologies and contribute to continuous service improvement.

Previous experience in an IT support/helpdesk role, ideally in an MSP or similar environment.

Strong knowledge of Windows OS, Office 365, Active Directory, and common desktop applications.

Experience supporting printers, networking, and hardware troubleshooting.

Excellent verbal and written communication skills.

Full UK driving licence and willingness to travel to client sites when needed.

Desirable

Experience with remote monitoring and management (RMM) tools.

Basic knowledge of networking (DNS, DHCP, TCP/IP, firewalls).

Familiarity with Microsoft Azure, Intune, or other cloud-based platforms.

IT certifications such as CompTIA A+, Microsoft (MCP/MCSA), or similar.

We are a fast-growing, customer-focused IT Managed Service Provider (MSP) serving clients across various industries throughout the UK.

Our mission is to deliver high quality, proactive IT support and solutions that help our clients thrive in today’s digital landscape. We have over 100 5* Google reviews which is a testament to the high level of customer service we provide to customers.