IT Service Desk Engineer

RMT Accountants & Business Advisors Ltd; Newcastle upon Tyne; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Sumer is seeking an experienced IT Service Desk Engineer to join our Operations - IT team in Newcastle-upon-Tyne. You will be the first point of contact for technical support across our nationwide client base, handling first and second line requests, and coordinating with the Managed Service team.

You'll troubleshoot hardware, software and network issues, manage user accounts in Microsoft 365 and Active Directory, and assist with IT projects while maintaining SLAs.

Qualifications

• Experience in an IT support or service desk role.
• Strong knowledge of Windows OS and Microsoft 365.
• Familiarity with Active Directory and networking basics.
• Experience with ITSM tools (ServiceNow, Freshservice).
• Excellent troubleshooting and customer-focused communication.
• Ability to work independently in a remote environment with team coordination.
• Valid driving licence required for client site visits.

Responsabilités

• Provide first and second line IT support for issues.
• Visit client sites for on-site support as required.
• Troubleshoot hardware, software and network problems.
• Manage user accounts in Microsoft 365 and Active Directory.
• Configure desktops, laptops, and mobile devices.
• Keep tickets updated and within SLAs.
• Assist with IT projects and rollouts.
• Collaborate with Newcastle-upon-Tyne team.

Connaissances

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer communication

Remote work

Driving licence

Outils

ServiceNow

Freshservice

Description du poste

Description

RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely, and efficiently. We’re looking for an experienced IT Service Desk Engineer to join our team and be the first point of contact for technical support across our nationwide client base.

Department:

Operations - IT

Location:

Newcastle-upon-Tyne

Description

RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely, and efficiently. We’re looking for an experienced IT Service Desk Engineer to join our team and be the first point of contact for technical support across our nationwide client base.

Key Responsibilities

• Regular on-site visits to clients as required delivering first and second line support for IT issues. This may include a presence at the client sites in the event of unforeseen IT incidents co-ordinating resolution with the Managed Service team in Newcastle-upon-Tyne
• 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
• Collaborate with our office based team in Newcastle-upon-Tyne

Skills, Knowledge & Expertise

• Proven experience in an 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
• Demonstrated ability to work independently in a remote environment maintaining productivity, accountability and communication with the broader team
• A full and valid Driving Licence will be required to attend client site visits

Belong @ Sumer

At Sumer, we know everyone’s journey is different. That’s why we’re committed to fairness, removing barriers and giving people the support they need to do their best work. If you need any support during the hiring process, just let us know.

Our values represent what matters most to us and guide how we work every day:

• We Shine Together
• We Do the Right Thing
• We Make It Count

We know diverse teams make us stronger. That’s why we’re creating an inclusive workplace where everyone belongs and differences are valued and celebrated.