Help Desk Specialist

Accelero; Llandudno; Hybride; GBP 24 000 - 32 000; Plein temps

Résumé du poste

Accelero is seeking a customer-focused IT Support Engineer to join our growing MSP supporting schools across North Wales. You will provide first-line and some second-line support, working remotely and onsite to resolve issues and maintain a reliable IT environment.

You will gain exposure to Microsoft cloud technologies, networking, server administration and education IT environments while developing your skills within a collaborative team. Full UK driving licence and Enhanced DBS check needed.

Qualifications

• 1–3 years in IT Support/Helpdesk/Technical Support.
• Experience with Windows 10/11 environments.
• Familiar with Microsoft 365, Active Directory and user administration.
• Networking fundamentals including DNS, DHCP and TCP/IP.
• Excellent customer service and communication skills.
• Full UK driving licence and willingness to travel to customer sites.
• Willingness to undergo an Enhanced DBS check.

Responsabilités

• Act as the first point of contact for IT support requests from school staff and users.
• Log, prioritise and manage support tickets in line with SLAs.
• Resolve first-line incidents relating to hardware, software, Microsoft 365 and user account issues.
• Escalate complex issues and take ownership through to resolution.
• Assist senior engineers with second-line support tasks and project work.
• Support the administration of Microsoft 365, Active Directory and school IT systems.
• Configure and deploy PCs, laptops, printers and other end-user devices.
• Provide remote support and occasional onsite support to schools across North Wales.
• Maintain accurate ticket notes, documentation and asset records.

Connaissances

Customer service

Communication

Troubleshooting

Windows 10/11

Outils

Microsoft 365

Active Directory

DNS

DHCP

TCP/IP

Description du poste

The Opportunity

An exciting opportunity for a customer-focused IT Support Engineer to join a growing Managed Service Provider supporting schools across North Wales. This role is predominantly focused on providing first-line support, acting as the first point of contact for technical issues, whilst also offering exposure to a range of second-line support activities. It presents an excellent opportunity for someone looking to build upon their helpdesk experience and develop their technical skills across Microsoft technologies, networking, cloud platforms and educational IT environments.

Working as part of a close-knit technical team, you will provide both remote and onsite support to primary and secondary schools, resolving a wide range of IT issues and helping maintain reliable, secure, and effective IT infrastructure. You'll gain exposure to Microsoft cloud technologies, networking, server administration, and education-specific systems, with plenty of opportunity to develop your technical skills and progress your career.

This role would suit an enthusiastic IT professional who enjoys troubleshooting, delivering excellent customer service, and working in an environment where no two days are the same.

Key Responsibilities

• Act as the first point of contact for IT support requests from school staff and users.
• Log, prioritise and manage support tickets in line with agreed SLAs.
• Resolve first-line incidents relating to hardware, software, Microsoft 365 and user account issues.
• Escalate more complex issues where appropriate whilst taking ownership through to resolution.
• Assist senior engineers with second-line support tasks and project work.
• Support the administration of Microsoft 365, Active Directory and school IT systems.
• Configure and deploy PCs, laptops, printers and other end-user devices.
• Provide remote support and occasional onsite support to schools across North Wales.
• Maintain accurate ticket notes, documentation and asset records.

Requirements

• 1-3 years' experience in an IT Support, Helpdesk, Service Desk or Technical Support role.
• Experience supporting Windows 10/11 environments.
• Familiarity with Microsoft 365, Active Directory and user administration.
• Understanding of networking fundamentals including DNS, DHCP and TCP/IP.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Full UK driving licence and willingness to travel to customer sites.
• Willingness to undergo an Enhanced DBS check.