1st Line IT Support

GEM Partnership; Hebburn; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

GEM Partnership in South Tyneside is seeking a Service Desk Engineer (1st Line) to join its growing IT team. You will be the first point of contact for customers, handling requests via phone, email and ticketing systems, and providing timely initial troubleshooting.

You’ll work on Windows OS and Microsoft 365, resolve common issues, and escalate where needed. A current Microsoft certification is preferred, with CompTIA A+ advantageous, and a strong focus on customer service and problem solving.

Qualifications

• Experience in IT support or service desk within an MSP environment.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• Current Microsoft certification (365, Azure etc.)
• CompTIA A+ certificate desired
• Excellent troubleshooting and communication skills

Responsibilities

• Act as the first line of support for IT issues via phone, email, and ticketing systems.
• Remotely troubleshoot hardware, software, and network problems, escalating when required.
• Utilise strong knowledge of Microsoft 365.
• Remote hardware maintenance and support.
• Configure and support desktops, laptops, and mobile devices.
• Keep tickets updated and resolved in line with SLAs

Skills

Windows OS

Microsoft 365

Active Directory

CompTIA A+

Microsoft certification

Job description

Service Desk Engineer – 1st Line

Salary: Up to £29,000 per annum

Location: South Tyneside

My client, based in South Tyneside, is My client is a rapidly growing IT business, who provide a managed service solution to organisations across the UK.

Due to their continued growth, they are seeking a Service Desk Engineer (1st Line), to join their already well established Service Desk team.

The Role

• Act as the first line of support for IT issues via phone, email, and ticketing systems.
• Remotely troubleshoot hardware, software, and network problems, escalating when required
• Utilising strong knowledge of Microsoft 365
• Remote hardware maintenance and support
• Configure and support desktops, laptops, and mobile devices
• Keep tickets updated and resolved in line with SLAs

The Person

• Proven experience in an IT support or service desk role, specifically within an IT Managed Services environment
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory
• Holder of a current Microsoft certification (365, Azure etc.)
• Hold an up-to-date CompTIA A+ certificate (desired)
• Excellent troubleshooting and problem-solving skills
• Customer-focused with strong communication skills

This is a fantastic opportunity to join a rapidly growing and ambitious organisation at an exciting time with genuine opportunities for career development and progression.

Alongside this, their supportive environment and culture is designed to develop talent, with an ongoing commitment to your personal and professional development, with continuous product training at the heart of their offering.

The role office based from their South Tyneside HQ although hybrid working will be considered for an exceptional candidate. The role is a Mon-Fri operation, but also offers the optional overtime for 'on-call' work.

Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.