IT Helpdesk Technician

Synergi Tech Ltd; Lincoln; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Lincoln head office

Training programme

Career progression

Modern office facilities

Flexible hours

Holiday allowance

Salary reviews

Diverse technologies

Team events

Job summary

Synergi Tech Ltd in Lincoln is seeking an IT Helpdesk Technician to join our support team. You’ll provide first-line technical assistance to a diverse client base using phone, email, and remote tools, ensuring client businesses run smoothly from our Lincoln head office.

The role covers Microsoft 365, desktop and laptop troubleshooting, and general IT support. You’ll log tickets, resolve issues, and collaborate with experienced technicians, with opportunities for training and career progression.

Qualifications

• Strong technical knowledge of Microsoft Windows desktop and server operating systems.
• Experience with Microsoft 365 administration and troubleshooting.
• Understanding of networking fundamentals including TCP/IP, DNS, and DHCP.
• Familiarity with remote support tools and helpdesk ticketing systems.
• Excellent problem-solving and analytical skills.
• Outstanding communication skills with a customer-focused approach.
• Ability to explain technical concepts to non-technical users clearly and patiently.
• Strong organisational skills and ability to prioritise multiple tasks.
• Professional telephone manner and written communication skills.
• Self-motivated with a positive attitude and team-player mentality.

Responsibilities

• Provide first-line technical support to clients via phone, email, and remote support tools.
• Diagnose and resolve hardware, software, and network issues remotely.
• Log and manage support tickets using our helpdesk system, ensuring timely resolution.
• Escalate complex technical issues to senior technicians or field-based engineers when required.
• Support Microsoft 365 environments including Exchange Online, SharePoint, and Teams.
• Assist with user account management in Active Directory and cloud platforms.
• Configure and troubleshoot desktop and laptop systems, printers, and peripherals.
• Provide guidance on software applications and best practices to end users.
• Document solutions and contribute to our knowledge base.
• Monitor system alerts and proactively address potential issues.
• Maintain excellent customer service standards and build positive client relationships.

Skills

Windows OS knowledge

Microsoft 365 administration

Networking fundamentals

Remote support tools

Problem-solving

Customer-focused communication

Explain technical concepts

Time management

Telephone manner

Team-player

Job description

About The Role

As an IT Helpdesk Technician at Synergi Tech, you'll be a vital member of our support team, providing first-class technical assistance to our diverse client base. Based in our Lincoln head office, you'll use remote support tools, phone, and email to diagnose and resolve IT issues, ensuring our clients' businesses run smoothly.

This is an excellent opportunity for someone who is passionate about technology and customer service. You'll work with a wide range of technologies, from Microsoft 365 and networking to hardware troubleshooting and software applications. Your ability to communicate clearly and empathetically with users whilst solving their technical challenges will be key to your success.

Unlike our field-based role, this position does not require a driving licence as all support is delivered remotely from our office. You'll work alongside a supportive team of experienced technicians who are always ready to help and share knowledge.

Key Responsibilities

• Provide first-line technical support to clients via phone, email, and remote support tools
• Diagnose and resolve hardware, software, and network issues remotely
• Log and manage support tickets using our helpdesk system, ensuring timely resolution
• Escalate complex technical issues to senior technicians or field-based engineers when required
• Support Microsoft 365 environments including Exchange Online, SharePoint, and Teams
• Assist with user account management in Active Directory and cloud platforms
• Configure and troubleshoot desktop and laptop systems, printers, and peripherals
• Provide guidance on software applications and best practices to end users
• Document solutions and contribute to our knowledge base
• Monitor system alerts and proactively address potential issues
• Maintain excellent customer service standards and build positive client relationships

Required Skills And Experience

• Strong technical knowledge of Microsoft Windows desktop and server operating systems
• Experience with Microsoft 365 administration and troubleshooting
• Understanding of networking fundamentals including TCP/IP, DNS, and DHCP
• Familiarity with remote support tools and helpdesk ticketing systems
• Excellent problem-solving and analytical skills
• Outstanding communication skills with a customer-focused approach
• Ability to explain technical concepts to non-technical users clearly and patiently
• Strong organisational skills and ability to prioritise multiple tasks
• Professional telephone manner and written communication skills
• Self-motivated with a positive attitude and team-player mentality

Advantageous Skills

Whilst not essential, experience in any of the following areas would be beneficial:

• Previous experience in an IT helpdesk or support role
• Knowledge of Ubiquiti UniFi networking products
• Experience with VoIP phone systems and unified communications
• Familiarity with backup and disaster recovery solutions
• Understanding of cyber security principles and best practices
• Experience with mobile device management (MDM) platforms
• Knowledge of macOS and Linux operating systems
• Relevant industry certifications (CompTIA A+, Microsoft certifications, ITIL Foundation, etc.)

What We Offer

• Competitive salary based on our transparent banding system, negotiable depending on experience
• Office-based role in our Lincoln head office with a supportive team environment
• Comprehensive training programme and ongoing professional development
• Clear career progression pathway to senior technical roles
• Modern office facilities with the latest IT equipment and tools
• Flexible working hours with occasional hybrid working options
• Generous holiday allowance and comprehensive benefits package
• Regular salary reviews and performance-based progression
• Opportunity to gain exposure to diverse technologies and industries
• Supportive team culture with regular team events and knowledge sharing sessions

About Our Salary Banding System

At Synergi Tech, we operate a transparent salary banding system that ensures fair compensation based on your experience, skills, and the value you bring to our support services. All salaries are negotiable depending on your experience level, and we conduct regular reviews to ensure your compensation grows with your capabilities and contributions.

During the application process, we'll discuss your expectations and find a salary that reflects your worth and aligns with our banding structure. We believe in rewarding talent fairly and providing clear pathways for career progression and salary advancement.