Helpdesk Engineer

Juno People Solutions; Chelmsford; Hybrid; GBP 27,000 - 28,000; Full time

Benefits offered by this job

Quarterly bonus

Pension scheme

30 days holiday + bank holidays

Hybrid after probation

On-site parking

Team lunches

Refreshments & snacks

Training & certs

Job summary

Juno People Solutions is seeking a customer-focused Helpdesk Engineer (1st line) to join a friendly, experienced support team in Essex. You will provide remote and some on-site IT support for Microsoft 365, Windows, networking, and cloud services, handling tickets from initial diagnosis to resolution.

The role offers mainly office-based work with potential hybrid arrangements after probation, a salary of £26,500–£28,000 plus a performance bonus, and opportunities to gain certifications and

Qualifications

• Experience in IT Support/Helpdesk or MSP environments.
• Experience supporting Microsoft 365 environments.
• Good understanding of Windows desktop operating systems.

Responsibilities

• Provide remote technical support for incidents and service requests.
• Troubleshoot and resolve issues across Microsoft 365, Windows environments, networking, cloud services, and business applications.
• Take ownership of support tickets from initial diagnosis through to resolution.
• Escalate complex issues when specialist support is required.
• Maintain regular communication with customers and provide meaningful updates throughout the support process.
• Accurately prioritise, manage, and document support requests.
• Assist with on-site visits, installations, and project work when required.
• Create and maintain technical documentation and knowledge base articles.
• Identify recurring issues and opportunities for service improvement.
• Support cyber security best practices and assist with security-related initiatives.

Skills

Troubleshooting

Customer service

Microsoft 365

Windows OS

Communication

Time management

Tools

Microsoft Intune

PowerShell

Job description

Location: Near Bishop's Stortford, Essex (applicants must drive due to location of office)

Working Pattern: Primarily office-based with potetntial travel to other UK offices. Some hybrid working may be available after probation (depending on experience and performance).

Start Date: ASAP

Company: A customer focussed IT MSP who promote upskilling and progression within the team.

Visa sponsorship is not available for this role and applicants must have full working rights in the UK and live within a commutable distance of the office location.

Location: Near Bishop's Stortford, Essex (applicants must drive due to location of office)

Working Pattern: Primarily office-based with potetntial travel to other UK offices. Some hybrid working may be available after probation (depending on experience and performance).

Salary: £26,500 - £28,000 per annum + performance-based bonus

Start Date: ASAP

Company: A customer focussed IT MSP who promote upskilling and progression within the team.

Visa sponsorship is not available for this role and applicants must have full working rights in the UK and live within a commutable distance of the office location.

Company Overview

Juno People Solutions is exclusively partnering with a growing and highly respected MSP that delivers IT support, cyber security, cloud solutions, Microsoft 365 services, and strategic technology advice to businesses across the UK.

With a strong focus on customer service and long-term client relationships, our client has built an excellent reputation for helping organisations get the most from their technology. They pride themselves on creating a supportive and collaborative working environment where employees are encouraged to develop their skills, gain certifications, and progress their careers.

Role Overview

Our client is seeking a customer-focused Helpdesk Engineer to join a friendly and experienced support team.

This is an excellent opportunity for someone with previous IT support experience (1st line) who enjoys solving technical problems, building relationships with customers, and working with a wide range of technologies.

Key Responsibilities

• Provide remote technical support for incidents and service requests.
• Troubleshoot and resolve issues across Microsoft 365, Windows environments, networking, cloud services, and business applications.
• Take ownership of support tickets from initial diagnosis through to resolution.
• Escalate complex issues where specialist support is required.
• Maintain regular communication with customers and provide meaningful updates throughout the support process.
• Accurately prioritise, manage, and document support requests.
• Assist with on-site visits, installations, and project work when required.
• Create and maintain technical documentation and knowledge base articles.
• Identify recurring issues and opportunities for service improvement.
• Support cyber security best practices and assist with security-related initiatives.
• Contribute to team objectives and help drive continuous improvement across the service desk.

Requirements

• Previous experience within an IT Support, Helpdesk, Service Desk, or MSP environment.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Microsoft 365 environments.
• Good understanding of Windows desktop operating systems.
• Excellent communication and customer service skills.
• Ability to prioritise workload and manage competing demands effectively.
• A positive, proactive attitude with a strong sense of ownership.
• Full UK driving licence.

Desirable

• Microsoft Intune experience.
• Knowledge of Microsoft Entra ID.
• Backup and disaster recovery experience.
• Basic networking knowledge.
• Experience with cyber security tools and best practices.
• PowerShell or automation experience.
• Microsoft certifications.
  

Benefits

• Quarterly performance/profit-sharing bonus scheme.
• Pension scheme.
• 30 days holiday including bank holidays, plus two personal days and additional time off during the Christmas closure period.
• In‑house training and support towards Microsoft certifications.
• Hybrid working opportunities following probation (performance and experience dependant)
• Free on‑site parking.
• Monthly team lunches and regular social events.
• Complimentary refreshments, breakfast items, and snacks.
• Friendly, supportive, and collaborative workplace culture.