IT Service Desk Engineer — Field & On-Site Support

RMT Accountants & Business Advisors Ltd; Newcastle upon Tyne; On-site; GBP 24,000 - 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, based in Newcastle-upon-Tyne. The role involves on-site visits and remote support to resolve IT issues efficiently.

You will handle Windows/Microsoft 365, Active Directory, and network basics, while maintaining SLAs and contributing to IT projects with a proactive, customer-focused mindset.

Qualifications

• Experience in IT support or service desk.
• 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.

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

IT Support

Service Desk

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Communication

Independent work

Tools

ServiceNow

Freshservice

Job description

Sumer is seeking an experienced IT Service Desk Engineer to be the first point of contact for technical support across our nationwide client base, based in Newcastle-upon-Tyne. The role involves on-site visits and remote support to resolve IT issues efficiently.

You will handle Windows/Microsoft 365, Active Directory, and network basics, while maintaining SLAs and contributing to IT projects with a proactive, customer-focused mindset.