IT Service Desk Engineer

RMT Accountants & Business Advisors Ltd; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider is seeking an IT Service Desk Engineer to provide first line support for technical issues. The ideal candidate will have extensive experience in IT support, strong knowledge of Windows and Microsoft 365, and excellent troubleshooting skills. This role is based in Newcastle Upon Tyne and requires onsite presence. Join a collaborative environment where you can thrive and grow your career.

Qualifications

• 13 years experience in IT support or service desk role.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• Good understanding of networking basics (DNS, DHCP, VPN, TCP/IP).
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.).
• Excellent troubleshooting and problem-solving skills.
• Customer-focused with strong communication skills.

Responsibilities

• Act as the first line of support for IT issues via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and network problems, escalating when required.
• Manage user accounts and access rights in Microsoft 365 and Active Directory.
• Configure and support desktops, laptops, and mobile devices.
• Keep tickets updated and resolved in line with SLAs.
• Assist with IT projects, rollouts, and system improvements.

Skills

IT support experience

Windows OS knowledge

Microsoft 365 knowledge

Active Directory knowledge

Networking basics understanding

ITSM tools familiarity

Troubleshooting skills

Communication skills

Job description

Overview

IT Service Desk Engineer at RMT Technology is the first point of contact for technical support across the business. RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely, and efficiently.

Responsibilities

• Act as the first line of support for IT issues via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and network problems, escalating when required.
• Manage user accounts and access rights in Microsoft 365 and Active Directory.
• Configure and support desktops, laptops, and mobile devices.
• Keep tickets updated and resolved in line with SLAs.
• Assist with IT projects, rollouts, and system improvements.

Qualifications, Skills and Expertise

• 13 years experience in IT support or service desk role.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• Good understanding of networking basics (DNS, DHCP, VPN, TCP/IP).
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.).
• Excellent troubleshooting and problem-solving skills.
• Customer-focused with strong communication skills.

About RMT

At RMT, we firmly believe our people are our greatest asset. We strive to create a supportive and collaborative work environment where everyone can thrive and reach their full potential.

We are committed to retaining talented staff and are always on the lookout for new individuals to join our growing team, and whose career development we can invest in. With 70 years in the profession, we have a strong reputation for being client focussed and providing first class business advice.

If you join RMT, you will have the opportunity to work with, and learn from, our team of experts on challenging and rewarding projects. You will also help us to continue providing exceptional service to our clients.

Job details

• Department: Technology
• Employment Type: Permanent
• Location: Newcastle Upon Tyne
• Workplace type: Onsite
• Reporting To: Paul Kirkup

Hiring Process

• Stage 1: Applied
• Stage 2: Screening Call
• Stage 3: 1st Stage Interview
• Stage 4: 2nd Stage Interview
• Stage 5: Offer