IT 1st Line Support Engineer

Keystone Group; Cookstown; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

32 days annual leave

Pension

Life Assurance

Healthcare Cashback Plan

Enhanced Family Friendly policies

Cycle to Work Scheme

Employee Discount Scheme

Employee Recognition awards

Employee Assistance Programme

Job summary

Keystone Group is seeking a proactive and customer-focused 1st Line IT Support Engineer to join our IT team in the UK. You will be the first point of contact for IT support across the business, providing prompt and effective technical assistance while developing your skills within a collaborative environment.

You will handle remote and onsite support across locations, manage user accounts and devices, and escalate complex issues to 2nd/3rd line teams as needed.

Qualifications

• Previous experience in a 1st Line Support/Helpdesk/IT Support role.
• Good working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Understanding of Active Directory, user account management, and basic networking principles.
• Experience supporting desktop and laptop hardware, printers, and mobile devices.
• Familiarity with IT Service Management (ITSM) or ticketing systems.
• A relevant IT qualification (such as CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND, or equivalent) would be advantageous.
• A full valid driving licence would be beneficial due to travel between sites.

Responsibilities

• Providing telephone-based remote support, and onsite technical support across Keystone Group locations.
• Assisting with user account administration, password resets, access requests, and email security administration.
• Providing 1st line technical support for hardware, software, network, and system-related issues.
• Logging, diagnosing, prioritising, and resolving incidents and service requests through the IT ticketing system
• Maintaining accurate records of support activities and solutions within the IT ticketing system.
• Escalating complex issues to appropriate 2nd and 3rd line support teams where required.
• Installing, configuring, and maintaining end-user devices including PCs, laptops, printers, mobile devices, and peripheral equipment.
• Supporting IT projects and technology deployments as required.
• Promoting high standards of Health & Safety, ensuring compliance with company policies and challenging unsafe behaviours where appropriate.
• Undertaking any other duties reasonably requested that are consistent with the level and responsibilities of the role.

Skills

Excellent communication

Customer service

Analytical thinking

Troubleshooting

Prioritisation

Team-oriented

Attention to detail

Calm under pressure

Education

IT qualification (e.g. CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND)

Tools

Windows OS

Microsoft 365

Active Directory

ITSM / Ticketing systems

Job description

About the Role

Keystone Group is seeking a proactive and customer-focused 1st Line IT Support Engineer to join our IT team. This is an excellent opportunity for an individual who is passionate about technology, enjoys problem-solving, and takes pride in delivering exceptional customer service.

As the first point of contact for IT support across the business, you will play a key role in ensuring colleagues receive prompt and effective technical assistance. You will work within a collaborative IT team, gaining exposure to a broad range of technologies while developing your technical expertise and professional skills.

What you’ll be doing

• Providing telephone-based remote support, and onsite technical support across Keystone Group locations.
• Assisting with user account administration, password resets, access requests, and email security administration.
• Providing 1st line technical support for hardware, software, network, and system-related issues.
• Logging, diagnosing, prioritising, and resolving incidents and service requests through the IT ticketing system
• Maintaining accurate records of support activities and solutions within the IT ticketing system.
• Escalating complex issues to appropriate 2nd and 3rd line support teams where required.
• Installing, configuring, and maintaining end-user devices including PCs, laptops, printers, mobile devices, and peripheral equipment.
• Supporting IT projects and technology deployments as required.
• Promoting high standards of Health & Safety, ensuring compliance with company policies and challenging unsafe behaviours where appropriate.
• Undertaking any other duties reasonably requested that are consistent with the level and responsibilities of the role.

What you’ll need to succeed

You will be a motivated and enthusiastic IT professional with a passion for delivering excellent customer service. You will enjoy working in a fast-paced environment, have strong problem-solving skills, and be committed to continually developing your technical knowledge.

You will also demonstrate

• Excellent communication and customer service skills.
• Strong analytical and troubleshooting abilities.
• The ability to prioritise workloads and manage multiple tasks effectively.
• A positive, team-oriented approach with a willingness to learn.
• Attention to detail and a methodical approach to problem resolution.
• The ability to remain calm and professional under pressure.

What we’re looking for

• Previous experience in a 1st Line Support, Helpdesk, Service Desk or IT Support role.
• Good working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Understanding of Active Directory, user account management, and basic networking principles.
• Experience supporting desktop and laptop hardware, printers, and mobile devices.
• Familiarity with IT Service Management (ITSM) or ticketing systems.
• A relevant IT qualification (such as CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND, or equivalentexperience) would be advantageous.
• A full valid driving licence would be beneficial due to travel between sites.

What We Offer

• Opportunities for professional development and career progression
• A supportive, values-driven and inclusive working environment
• Competitive salary and benefits package
• 32 days annual leave, increasing with service
• Pension
• Life Assurance
• Healthcare Cashback Plan
• Enhanced Family Friendly policies
• Additional employee benefits including, access to our Cycle to Work Scheme, Employee Discount Scheme, Employee Recognition awards, Employee Assistance Programme.

A Bit About Us

For more than three decades, the Keystone Group has grown to become one of the UK and Ireland’s largest family-owned construction product manufacturers. Driven by a relentless focus on innovation and customer excellence, the Group employs over 2,000 employees across 28 sites, supplying cutting-edge building solutions to growing markets in the UK & Ireland, Europe, Australia and North America. Its portfolio includes market-leading brands in the steel, light & environmental and timber sectors.