1st Line IT Support Engineer - Hybrid, Growth & Training

Gem Partnership Ltd; North East; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Gem Partnership Ltd is seeking a Service Desk Engineer (1st Line) to join its South Tyneside team. This role involves handling 1st line IT support via phone, email, and ticketing systems, with remote troubleshooting and escalation as needed. A strong MS 365 background is essential.

The position is based at the South Tyneside HQ with optional hybrid working for an exceptional candidate. On-call overtime is available, and the role operates Monday to Friday.

Qualifications

• Proven experience in an IT support or service desk role, ideally in a managed services environment.
• Strong knowledge of Windows OS, Microsoft 365 and Active Directory.
• Current Microsoft certification or equivalent; CompTIA A+ is desirable.

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 to support users.
• Provide remote hardware maintenance and support.
• Configure and support desktops, laptops and mobile devices.
• Keep tickets updated and resolved in line with SLAs.

Skills

IT support

Windows OS

Microsoft 365

Active Directory

Customer service

Education

CompTIA A+ certificate (desired)

Microsoft Certification (365/Azure)

Tools

Microsoft 365

Job description

Gem Partnership Ltd is seeking a Service Desk Engineer (1st Line) to join its South Tyneside team. This role involves handling 1st line IT support via phone, email, and ticketing systems, with remote troubleshooting and escalation as needed. A strong MS 365 background is essential.

The position is based at the South Tyneside HQ with optional hybrid working for an exceptional candidate. On-call overtime is available, and the role operates Monday to Friday.