It Service Desk Engineer

Sumer; Newcastle upon Tyne; On-site; GBP 26,000 - 38,000; Full time

Job summary

Sumer is seeking an experienced IT Service Desk Engineer to be the first point of contact for technical support across our nationwide client base. You will perform on-site visits and provide first/second line support, while collaborating with our Newcastle-upon-Tyne team to resolve incidents and implement improvements.

Strong knowledge of Windows OS, Microsoft 365, and Active Directory, plus networking basics, ITSM tools, and excellent problem-solving abilities are essential.

Qualifications

• Proven experience in an IT support or service desk role.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• Good understanding of DNS, DHCP, VPN, TCP/IP networking basics.
• Familiarity with ITSM tools such as ServiceNow and Freshservice.
• Excellent troubleshooting and problem-solving skills.
• Customer-focused with strong communication skills.
• Ability to work independently in a remote environment and stay productive.
• 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 and escalate 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 the Newcastle-upon-Tyne office-based team.

Skills

IT service desk experience

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer-focused

Remote work discipline

Driving licence

Tools

ServiceNow

Freshservice

Job description

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.

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