IT Helpdesk Engineer - GBP 30000

Job Title: IT Support Engineer
Salary: Up to £30,000 D.O.E
Location: Stoke (Newcastle)
Benefits: Amazing holidays and Sick Pay

Role Overview

We are seeking a dedicated IT Support Engineer to provide comprehensive IT support services to our clients and partners. This role involves managing the entire ticket life cycle, acting as the primary point of contact for new and existing tickets, and ensuring timely and effective resolution of support issues. You will work remotely and be required to attend on-site visits, sometimes at short notice, and occasionally outside regular hours. Beyond standard support tasks, you will actively seek opportunities to enhance service delivery and customer support.

Daily Responsibilities:

* Serve as the initial point of contact for all incoming tickets, including incidents and requests.
* Provide support via telephone, remote assistance, and on-site visits.
* Create, manage, and resolve tickets, maintaining detailed documentation of progress and resolutions.
* Communicate effectively with customers and maintain excellent written records.
* Adhere to and contribute to company processes and procedures.
* Manage your workload to meet and exceed key performance indicators (KPIs) and targets.
* Participate in project engineering tasks as required by professional services.
* Contribute to the continuous improvement of service delivery and overall company operations.
* Provide support to other areas of the company as needed.

Desired Skills

* Experience working in a Managed Service Provider (MSP) or IT support business.
* Proficiency with Microsoft 365, Azure, and networking.
* Strong strategic and resource planning abilities, with foresight and planning skills.
* Excellent task prioritisation skills and adaptability to changing circumstances.
* Familiarity with ticketing systems, Remote Monitoring and Management (RMM) tools, and Professional Services Automation (PSA) software.
* Self-motivation and the ability to work independently.
* Full UK driving license and access to a vehicle for business use.

Technical Skills

* Expertise in Microsoft/Office 365.
* Proficiency with Windows Server (2012-2022, including Hyper-V).
* Strong knowledge of Active Directory, DNS, DHCP, Group Policy Objects (GPO), and Remote Desktop Services (RDS), including Azure AD.
* Networking skills, including DNS/DHCP/TCP/IP/VLAN, wireless technologies, Ubiquiti UniFi, and PF Sense.
* Experience with VPNs, Windows RAS, L2TP, and OpenVPN.
* Knowledge of IT security solutions.
* Proven experience with Azure and Hyper-V, including server setup, maintenance, and troubleshooting.
* Familiarity with backup solutions.
* Experience with OS deployment mechanisms, including Microsoft Intune/Autopilot.
* Proficiency with cybersecurity tools, including BitDefender MDR.
* Knowledge of IPCCTV systems.

Perks

* Hybrid working environment: 3 days in the office and 2 days working from home.
* Health care cash back scheme.
* Sick pay.
* Peer recognition scheme.
* Company computer provided.
* Regular company social events.
* More holidays than the average company.
* A supportive working environment with a culture focused on mutual care and respect.

Fancy this one? Email me ( tom . craig @ nextech - group . co . uk )