Helpdesk Engineer

EAC Consulting Group; Milton Keynes; On-site; GBP 29,000 - 35,000; Full time

Job summary

EAC Consulting Group is seeking an experienced IT Support Engineer in Milton Keynes. The role blends remote helpdesk support with hands-on site work, covering Windows 11, Microsoft 365 and telephony across diverse client environments.

You’ll diagnose issues, manage tickets, and ensure timely resolutions while delivering reliable, professional service. Local travel to client sites is required and training opportunities are provided.

Qualifications

• Experience in 1st/2nd line IT support or helpdesk.
• Strong knowledge of Microsoft 365 and Windows 11.
• Ability to troubleshoot across hardware, software, networking and telephony.

Responsibilities

• Provide 1st and 2nd line IT support via telephone, remote access tools and a ticketing system.
• Diagnose and resolve technical issues across Windows 11 and Microsoft 365.
• Support Exchange Online, Teams, OneDrive, SharePoint and Entra ID.
• Manage and prioritise support tickets in line with agreed SLAs.
• Troubleshoot hardware, software, email, connectivity and Wi-Fi issues.
• Provide support for Meraki and UniFi networking environments.
• Assist with telephony systems, including handset and user configuration.
• Carry out client site visits for hardware installations, workstation setups, equipment replacements and technical troubleshooting.
• Maintain accurate ticket notes and technical documentation.
• Escalate complex issues where necessary and keep customers updated throughout the resolution process.

Skills

1st/2nd line IT support

Microsoft 365

Windows 11

Networking basics

Customer service

Remote helpdesk

Telephony awareness

Tools

Meraki

UniFi

Job description

Location: Milton Keynes

Salary: Up to £32,000 per annum

Hours: Monday to Friday, 9:00am - 5:30pm

Are you an experienced IT Support Engineer looking for your next opportunity? We’re recruiting for a customer-focused IT professional to join a growing technology services business, providing 1st and 2nd line support to a varied client base.

This is a varied role, combining predominantly remote helpdesk support with regular hands-on technical assistance at client sites. You’ll troubleshoot a range of hardware, software, networking and telephony issues, ensuring customers receive a reliable and professional service.

What's on Offer?

• Salary of up to £32,000 (DOE)


• Monday to Friday working hours, 9:00am - 5:30pm.


• Exposure to a wide range of clients and technologies.


• Training and development opportunities.


• Supportive team environment with opportunities for career progression.


• A varied role combining remote helpdesk support with hands-on technical work.

Key Responsibilities

• Provide 1st and 2nd line IT support via telephone, remote access tools and a ticketing system.


• Diagnose and resolve technical issues across Windows 11 and Microsoft 365.


• Support Exchange Online, Teams, OneDrive, SharePoint and Entra ID.


• Manage and prioritise support tickets in line with agreed SLAs.


• Troubleshoot hardware, software, email, connectivity and Wi-Fi issues.


• Provide support for Meraki and UniFi networking environments.


• Assist with telephony systems, including handset and user configuration.


• Carry out client site visits for hardware installations, workstation setups, equipment replacements and technical troubleshooting.


• Maintain accurate ticket notes and technical documentation.


• Escalate complex issues where necessary and keep customers updated throughout the resolution process.

Skills & Experience

• Previous experience in a 1st or 2nd line IT support or helpdesk role.


• Good working knowledge of Microsoft 365 and Windows 11.


• Confidence providing telephone-based and remote technical support.


• Understanding of networking fundamentals, including LAN, WAN and Wi-Fi.


• Strong troubleshooting, communication and customer service skills.


• Ability to manage multiple tickets and prioritise workloads effectively.


• Full UK driving licence and access to transport for client site visits.


• Must be local to Milton Keynes

Desirable experience:

• Experience working within a Managed Service Provider (MSP) environment.


• Exposure to Meraki or UniFi networking equipment.


• Experience with VoIP or Gamma Horizon telephony systems.


• Microsoft or other relevant IT certifications