Helpdesk Engineer

• Provide 1st and 2nd line IT support via telephone, remote access tools and a ticketing system
• Diagnose and resolve technical issues across Windows 11 and Microsoft 365
• Support Exchange Online, Teams, OneDrive, SharePoint and Entra ID
• Manage and prioritise support tickets in line with agreed SLAs
• Troubleshoot hardware, software, email, connectivity and Wi-Fi issues
• Provide support for Meraki and UniFi networking environments
• Assist with telephony systems, including handset and user configuration
• Visit client sites to install hardware, set up workstations, replace equipment and troubleshoot technical issues
• Maintain accurate ticket notes and technical documentation
• Escalate complex issues where necessary and keep customers updated throughout the resolution process

Technologies:

• Hardware
• Support
• LAN
• Microsoft 365
• SharePoint
• Windows
• Office 365

• Previous experience in a 1st or 2nd line IT support or helpdesk role
• Good working knowledge of Microsoft 365 and Windows 11
• Confidence providing telephone-based and remote technical support
• Understanding of networking fundamentals, including LAN, WAN and Wi-Fi
• Strong troubleshooting, communication and customer service skills
• Ability to manage multiple tickets and prioritise workloads effectively
• Full UK driving licence and access to transport for client site visits
• Must be local to Milton Keynes
• Desirable: Experience working within a Managed Service Provider (MSP) environment
• Desirable: Exposure to Meraki or UniFi networking equipment
• Desirable: Experience with VoIP or Gamma Horizon telephony systems
• Desirable: Microsoft or other relevant IT certifications, We are recruiting an experienced, customer-focused IT Support Engineer to join our growing technology services business and support a varied client base. The role combines predominantly remote helpdesk support with regular hands-on technical assistance at client sites. It is based in Milton Keynes, with working hours of Monday to Friday, 9:00am to 5:30pm, and a salary of up to £32,000 depending on experience. We offer exposure to a wide range of clients and technologies, training and development opportunities, a supportive team environment and opportunities for career progression.