IT Service Desk Engineer

RMT Accountants & Business Advisors; Newcastle upon Tyne; On-site; GBP 26,000 - 38,000; Full time

Job summary

RMT Technology in the United Kingdom is seeking an experienced IT Service Desk Engineer to be the first point of contact for technical support across our nationwide client base. The role involves regular on-site visits to client locations and collaboration with the Managed Service team in Newcastle-upon-Tyne.

You will handle first-line support via phone, email, and tickets, troubleshoot across Windows, 365, AD, and networking, and escalate when needed.

Qualifications

• Proven experience in an IT support or service desk role.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• 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.
• Ability to work independently in a remote environment with team coordination.
• A full and valid driving licence is required for client-site visits.

Responsibilities

• Regular on-site visits to clients delivering first and second line support.
• Act as the first line of support 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

IT support

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer focus

Communication

Driving licence

Job 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.

About RMT Technology

At RMT Technology, we are more than just a helpline. We’re part of the team, working alongside you to understand the unique challenges and goals of your business. With our values of trust, transparency, and teamwork at the heart of everything we do, you’ll always be confident in who you’re working with real people who care about your success.

We’ve racked up years of combined experience in delivering tailored IT solutions to businesses across the UK. Our team, comprised of highly skilled professionals at all levels, is dedicated to consistently enhancing the quality of support we provide. Based in the North East for over two decades, we’ve grown to become a national provider, but at our core, we remain committed to offering a personal, human-centric service.

As part of the Sumer Group, a top 15 UK accountancy practice, we have the backing and resources to open new doors for your business, offering secure, scalable solutions that evolve with your needs. Whether you’re looking for foundational IT support, advanced security or the full package, we’re here to keep you one step ahead in the digital age