First-Line Service Desk Engineer — Hybrid IT Support & Growth

GEM Partnership; Hebburn; On-site; GBP 17,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Job summary

GEM Partnership in South Tyneside is seeking a Service Desk Engineer (1st Line) to join a growing IT team. You will provide first-line IT support via phone, email and ticketing systems, with focus on Windows, Microsoft 365 and Active Directory. Remote troubleshooting and desktop/laptop/mobile device support are key parts of the role.

You will log, triage and resolve incidents to meet SLAs, with potential hybrid working for exceptional candidates and a Mon-Fri schedule.

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).

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.
• 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.

Skills

Windows OS

Microsoft 365

Active Directory

Customer service

Troubleshooting

Education

Microsoft Certification (365/Azure)

CompTIA A+ certificate

Job description

GEM Partnership in South Tyneside is seeking a Service Desk Engineer (1st Line) to join a growing IT team. You will provide first-line IT support via phone, email and ticketing systems, with focus on Windows, Microsoft 365 and Active Directory. Remote troubleshooting and desktop/laptop/mobile device support are key parts of the role.

You will log, triage and resolve incidents to meet SLAs, with potential hybrid working for exceptional candidates and a Mon-Fri schedule.