Overview
Helpdesk Engineer
Job Description:
Our client, a market-leading technology-focused organisation, is seeking a Helpdesk Engineer (IT Support Engineer) to join their growing team. This is not a consultancy or MSP role — you’ll be part of a dedicated in-house IT team where your work truly makes an impact.
This position offers a hybrid working model (50% remote, 50% on-site), excellent benefits, and a genuine work–life balance.
Responsibilities
* Deliver 1st and 2nd line support via phone, email, and remote access tools.
* Conduct on-site troubleshooting for hardware, networking, and software issues.
* Support and maintain desktop, laptop, printer, and mobile device operations.
* Manage and support Microsoft 365, Windows environments, Azure, and Active Directory.
* Resolve issues with business-critical applications and core systems.
* Handle user account setups, system updates, and patch management.
* Maintain detailed documentation for incidents, solutions, and changes.
* Escalate complex issues to senior engineers or third-party vendors as needed.
* Provide outstanding customer service and maintain professional communication at all times.
Experience Required
* Minimum 2 years’ experience in a helpdesk or field-based IT support role.
* Proficiency in Windows OS, Microsoft 365, Azure, and Active Directory.
* Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and Wi-Fi.
* Practical experience troubleshooting IT hardware and peripherals.
* Experience using helpdesk/ticketing systems.
* Strong problem-solving and communication skills.
* Ability to work independently and manage workloads efficiently.
* Full driving licence and access to personal transport.
Desirable Skills
* Familiarity with label printers and barcode scanners.
* Experience using FreshService or similar helpdesk platforms.
* Exposure to Microsoft Intune or other mobile device management tools.
* Knowledge of Linux/macOS environments.
* Competency in SQL for basic querying or data analysis.
* Understanding of API integrations (REST/SOAP).
* Experience with ERP systems such as Infor M3.
* Awareness of ITIL principles and practices.
* Industry certifications (e.g. CompTIA, Microsoft, Cisco, ITIL).
Educational Requirements
* A recognised third-level qualification in Computer Science, Information Technology, or a related field.
Working Hours & Benefits
* Hybrid working – flexibility to split your time between home and office.
* Work–life balance – Monday to Friday schedule with flexibility
* Permanent in-house role – not a consultancy or MSP, you’ll be part of the company long-term.
* Career growth – opportunities for professional development and certifications.
* Attractive package – competitive salary, bonus scheme, pension, and life assurance cover.
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