Help Desk Support Engineer

Norton Motorcycles; Metropolitan Borough of Solihull; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent motorcycle manufacturer in Solihull is seeking a Help Desk Support Engineer to enhance its IT support services. The role involves troubleshooting issues, managing user accounts, and providing exceptional customer service. Ideal candidates will have IT support experience and strong knowledge of Microsoft Office 365 and Windows OS. This position offers a competitive salary and numerous benefits including private medical insurance and generous holiday days.

Benefits

Competitive salary package

33 days of holiday

Generous pension scheme

Private Medical Insurance

Life insurance

WeCare Employee Assistance Programme

Twice-yearly employee events

FREE electric bicycle hire

On-site free parking

Ideas for Excellence scheme

Qualifications

• Proven experience in an IT support or help desk role.
• Strong knowledge of Microsoft Office 365 and Windows operating systems.
• Excellent problem-solving skills and a customer-first mindset.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Diagnose and resolve technical issues related to Microsoft platforms.
• Manage IT onboarding for new employees.

Skills

IT support experience

Knowledge of Microsoft Office 365

Problem-solving skills

Tools

Microsoft Intune

MDM solutions

Video conferencing platforms

Job description

Job Overview

As a Help Desk Support Engineer, you will combine technical expertise with a strong focus on customer service to maintain and support our IT infrastructure. You’ll work across a variety of systems and devices, handling everything from troubleshooting software issues to setting up new user accounts and managing mobile devices.

Responsibilities

• Serve as the first point of contact for IT support requests, providing responsive and professional assistance.
• Diagnose and resolve technical issues related to Microsoft platforms, including Office 365 applications and services.
• Install, configure, and maintain desktops and laptops, ensuring they meet company standards.
• Manage IT onboarding for new employees, including account creation, hardware setup, software installation, and IT orientation.
• Configure and support mobile devices using Mobile Device Management (MDM) solutions for secure and efficient operation.
• Administer and manage Microsoft Intune for device management, application deployment, and policy enforcement.
• Support video conferencing systems, including setup, troubleshooting, and user assistance for virtual meetings.
• Monitor and resolve IT support tickets promptly, maintaining clear communication throughout the process.
• Document IT processes, solutions, and FAQs to build and maintain an internal knowledge base.
• Collaborate with IT colleagues to escalated and resolve more complex issues.

Qualifications

• Proven experience in an IT support or help desk role.
• Strong knowledge of Microsoft Office 365 and Windows operating systems.
• Experience with Microsoft Intune and MDM solutions.
• Familiarity with video conferencing platforms (e.g., Microsoft Teams, Zoom).
• Excellent problem‑solving skills and a customer‑first mindset.
• Strong organisational skills and attention to detail.

About the Company

We’re not just another bike brand – we’re an iconic, British motorcycle brand with over 120 years of history behind us. Our new state‑of‑the‑art facilities in Solihull, West Midlands are home to a tight‑knit, but ever‑expanding team that’s passionate about delivering exquisite riding experiences to our customers. Under new ownership and proud to be part of the TVS Motor family, we’re entering a new era of global success. At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you’ll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business. So if you’re passionate about motorcycles and looking to join a team that’s shaping the future of this legendary brand, we’d love to hear from you!

Benefits

• Competitive salary package that recognises your skills and experience.
• 33 days of holiday (inc. bank holidays) to relax and recharge.
• Generous pension scheme that sets you up for the future, with access to personalised advice.
• Private Medical Insurance and a Cash‑Back Programme to keep you feeling your best.
• Life insurance (4× salary) because we’ve got your back no matter what.
• FREE fruit – we’ve got your five‑a‑day.
• WeCare Employee Assistance Programme, including access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme.
• An entrepreneurial environment within a larger, well‑funded company with ambitious long‑term goals.
• Ideas for Excellence scheme – where every brilliant idea is not just valued, but also rewarded.
• A diverse and international team that brings together different perspectives, backgrounds, and experiences.
• Twice‑yearly employee events, payday socials, and loads of exciting activities in between.
• FREE electric bicycle hire.
• On‑site free parking and FREE electric charge points.
• We’re committed to continually improving our reward offering in line with the business growth plan.