1st Line IT Support Engineer — Fast-Paced Helpdesk Pro

Keystone Group; Cookstown; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

32 days annual leave

Pension

Life Assurance

Healthcare Cashback Plan

Enhanced Family Friendly policies

Cycle to Work Scheme

Employee Discount Scheme

Employee Recognition awards

Employee Assistance Programme

Job summary

Keystone Group is seeking a proactive and customer-focused 1st Line IT Support Engineer to join our IT team in the UK. You will be the first point of contact for IT support across the business, providing prompt and effective technical assistance while developing your skills within a collaborative environment.

You will handle remote and onsite support across locations, manage user accounts and devices, and escalate complex issues to 2nd/3rd line teams as needed.

Qualifications

• Previous experience in a 1st Line Support/Helpdesk/IT Support role.
• Good working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Understanding of Active Directory, user account management, and basic networking principles.
• Experience supporting desktop and laptop hardware, printers, and mobile devices.
• Familiarity with IT Service Management (ITSM) or ticketing systems.
• A relevant IT qualification (such as CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND, or equivalent) would be advantageous.
• A full valid driving licence would be beneficial due to travel between sites.

Responsibilities

• Providing telephone-based remote support, and onsite technical support across Keystone Group locations.
• Assisting with user account administration, password resets, access requests, and email security administration.
• Providing 1st line technical support for hardware, software, network, and system-related issues.
• Logging, diagnosing, prioritising, and resolving incidents and service requests through the IT ticketing system
• Maintaining accurate records of support activities and solutions within the IT ticketing system.
• Escalating complex issues to appropriate 2nd and 3rd line support teams where required.
• Installing, configuring, and maintaining end-user devices including PCs, laptops, printers, mobile devices, and peripheral equipment.
• Supporting IT projects and technology deployments as required.
• Promoting high standards of Health & Safety, ensuring compliance with company policies and challenging unsafe behaviours where appropriate.
• Undertaking any other duties reasonably requested that are consistent with the level and responsibilities of the role.

Skills

Excellent communication

Customer service

Analytical thinking

Troubleshooting

Prioritisation

Team-oriented

Attention to detail

Calm under pressure

Education

IT qualification (e.g. CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND)

Tools

Windows OS

Microsoft 365

Active Directory

ITSM / Ticketing systems

Job description

Keystone Group is seeking a proactive and customer-focused 1st Line IT Support Engineer to join our IT team in the UK. You will be the first point of contact for IT support across the business, providing prompt and effective technical assistance while developing your skills within a collaborative environment.

You will handle remote and onsite support across locations, manage user accounts and devices, and escalate complex issues to 2nd/3rd line teams as needed.