1st line helpdesk engineer

The Role

We are looking for a customer-focused and technically minded 1st Line Helpdesk Engineer to join our IT support team.

As the first point of contact for our contracted clients, you will provide remote technical support via phone and email, helping users resolve a wide range of IT issues efficiently and professionally. You will be responsible for logging and managing support requests, diagnosing technical problems, providing clear guidance and escalating more complex issues to the appropriate team when required.

This is an excellent opportunity for someone with a strong interest in IT who enjoys problem-solving, delivering great customer service and developing their technical knowledge.

Key Responsibilities

Provide remote 1st line IT support to contracted clients via phone and email

Act as the first point of contact for IT-related queries and technical issues

Log, manage and update support tickets accurately

Diagnose technical issues and guide users through appropriate resolution steps

Escalate more complex issues to the relevant technical team when required

Maintain accurate and up-to-date IT support documentation

Support the Customer Services team with ticket logging when needed

Deliver a professional, friendly and customer-focused support experience

Work collaboratively with colleagues to ensure support requests are managed efficiently

Skills and Experience

The successful candidate will ideally have:

Strong problem-solving and troubleshooting skills

Knowledge of Windows desktop and server operating systems

A basic understanding of networking, including IP addressing, DHCP and DNS

Experience using Microsoft 365, Azure, SharePoint and OneDrive

Knowledge of antivirus software, such as Sophos

Familiarity with email security or mail-filtering solutions, such as Mimecast

Strong communication and interpersonal skills

The ability to explain technical information clearly to non-technical users

A customer-focused and professional approach

The ability to remain calm, organised and adaptable when working under pressure

A willingness to learn and develop new technical skills

A dependable, trustworthy and collaborative approach to work

What We Offer

A supportive and collaborative working environment

Opportunities for career progression

Ongoing training and professional development

Competitive salary, dependent on experience

If you are passionate about technology, enjoy helping people and are looking to develop your career within IT support, we would love to hear from you.

WE Talent acts as an employment agency for permanent recruitment.

We are committed to creating inclusive recruitment processes and welcome applications from people of all backgrounds. We believe diverse teams bring broader perspectives, stronger ideas and better outcomes, and we encourage applications from anyone who meets the key requirements of the role.