IT Helpdesk Engineer

OES - Office Equipment Systems Ltd; St Asaph; On-site; GBP 28,000 - 35,000; Full time

Job summary

An established industry player is seeking an enthusiastic IT Helpdesk Engineer to join their dynamic team in St Asaph. This role offers the opportunity to provide exceptional technical support and customer service to clients throughout North Wales. You will be responsible for resolving service requests, triaging issues, and escalating complex problems to senior engineers. With a focus on innovation and growth, this company offers a supportive environment where your contributions will make a significant impact. If you are passionate about technology and eager to grow in your career, this is the perfect opportunity for you.

Benefits

Staff Share Equity Scheme

Employee Management Incentive (EMI) plan

New customer referral incentive

On-site parking

21 days of holiday, increasing to 25 after 4 years

Qualifications

• Experience in ICT and IT support roles preferred.
• Strong customer service and communication skills are essential.

Responsibilities

• Provide technical support via phone, email, or chat.
• Investigate and monitor ICT and network performance issues.
• Create and maintain records of user requests in a ticketing system.

Skills

Customer Service

Technical Support

ICT Knowledge

Problem Solving

Communication Skills

CRM Systems

Education

Experience in ICT

Service Desk or IT Support Experience

Tools

Ticketing System

Documentation Systems

Job description

Job Title: IT Helpdesk Engineer

Location: St Asaph, Wales

Salary: £28,000 - £35,000 per annum (depending on experience)

Job Type: Full time, Permanent

Working Hours: 5 days a week, 9am to 5.30pm

About Us:

Office Equipment Systems (OES) is a leading provider of managed IT, print, and communication solutions. Since 2009, we have been delivering reliable technology services to businesses, specialising in managed print services, IT support, and communications. We are committed to growth, innovation, and excellence, offering an EMI scheme for all staff to share in our success.

About the Role:

Based at our regional office in St Asaph, our team plays a key role in providing managed IT, print, and communication services to clients throughout North Wales and beyond. We are seeking an enthusiastic, customer service-oriented individual with experience in the ICT sector, preferably within an IT Helpdesk or IT Support role.

In this position, you will be responsible for handling service requests from customers requiring technical assistance, triaging issues to provide immediate solutions where possible, and escalating more complex problems to senior engineers when necessary. The role also includes providing on-site support at customer locations as required.

Key Responsibilities:

1. Respond to user inquiries and provide technical support via phone, email, or chat
2. Resolve issues by applying known solutions or escalating more complex problems to higher-level support
3. Investigate and monitor telecoms, ICT, network, workstation, laptop, and application performance issues
4. Create and maintain detailed records of user requests and reported issues in a ticketing system
5. Prioritise and categorise tickets based on urgency and impact
6. Develop documentation and knowledge base articles to assist users in resolving common issues
7. Ensure all open cases are updated with relevant information, and customers are kept informed of progress
8. Provide excellent customer service by communicating effectively and professionally with end-users
9. Attend customer sites to assist with issues that cannot be resolved remotely
10. Stay informed on industry trends, new technologies, and best practices through ongoing training and professional development

About you:

Required Experience:

1. Background in ICT with experience in a service desk or IT support role (preferred)
2. Strong customer service experience, with excellent verbal and written communication skills
3. A team-oriented mindset with a collaborative approach to problem-solving
4. Comfortable using CRMs and documentation systems
5. A valid Full UK driving licence

Remuneration and Benefits:

1. Staff Share Equity Scheme (through our partnership with Flotek)
2. Employee Management Incentive (EMI) plan for long-term growth
3. New customer referral incentive
4. On-site parking
5. 21 days of holiday, increasing to 25 after 4 years of service (+ bank holidays)

If you are passionate about technology and delivering exceptional customer service, and you're looking for an opportunity to grow with an ambitious company, we would love to hear from you.

Please click on the APPLY button to send your CV and Cover Letter for this role.