IT Service Desk Engineer - Field & Remote Support

RMT Accountants & Business Advisors Ltd; Newcastle upon Tyne; On-site; GBP 32,000 - 42,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer communication

Remote work

Driving licence

Tools

ServiceNow

Freshservice

Job description

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.