Job Description

About The Role

We are looking for a Junior helpdesk engineer. The person applying for this role should be a team player but also be able to work on their own initiative. Our working hours are 8:30am UK to 5:30pm UK with an hour lunch break; our client's environment and up-time being of critical importance. The technologies we use and support are varied, and thus we are looking for a person that can absorb information and learn new things quickly.

The successful candidate will have knowledge and skills in some of the following areas:

Technical Skills

Microsoft Windows 10 & 11 administration and troubleshooting
Microsoft 365 (Office, Outlook, Teams, OneDrive) support and administration
Active Directory user management (password resets, account creation, permissions, group membership)
Basic Microsoft Exchange and Microsoft 365 administration
Windows Server fundamentals
Azure Active Directory / Microsoft Entra ID basics
Desktop application support including Microsoft Office and Adobe Acrobat
Malware, antivirus and endpoint security troubleshooting
Remote support using remote access software
Basic TCP/IP networking, LAN/WAN, Wi-Fi troubleshooting and printer support
Apple macOS and iPhone/iPad user support
Hardware diagnostics, upgrades and peripheral installation
Customer service and ticket management
Documentation and knowledge base creation

Key Responsibilities

Provide first-line technical support to users via phone, email and remote support tools.
Diagnose and resolve Windows desktop, Microsoft Office and application-related issues.
Support Microsoft 365 users with Outlook, Teams, OneDrive and password-related issues.
Create, modify and disable user accounts within Active Directory while maintaining security best practices.
Assist with Microsoft Exchange and Microsoft 365 administration tasks including mailbox configuration and permissions.
Install, configure and maintain Windows desktops, laptops and peripheral devices.
Investigate antivirus alerts and malware-related issues using endpoint protection software.
Perform basic network troubleshooting including Wi-Fi connectivity, DNS, IP configuration and printer networking.
Support Apple devices including macOS, iPhone and iPad connectivity and email configuration.
Escalate complex technical issues to second-line engineers while documenting troubleshooting steps and resolutions.
Maintain accurate support records and communicate progress clearly to end users.
Work independently to prioritise workload while collaborating with senior engineers to meet service targets.

Professional Profile

A motivated and customer-focused IT professional with experience providing first-line technical support across Windows environments and Microsoft 365. Confident troubleshooting desktop, networking and user account issues while delivering excellent customer service. A quick learner with a strong interest in Microsoft technologies, cybersecurity and cloud services, able to work independently in a fully remote environment while collaborating effectively with technical teams.

Currently we do not have a PSA / RMM solution. We have a custom AI helpdesk and use GoTo Technologies for remote access.

Working conditions: