IT Service Desk Engineer — Onsite Client Support

Sumer Group; Newcastle upon Tyne; On-site; GBP 26,000 - 32,000; Full time

Job summary

Sumer Group in Newcastle-upon-Tyne is seeking an IT Service Desk Engineer to join our Operations - IT team on a permanent, on-site basis. You will be the first point of contact for technical support across our nationwide client base, handling on-site visits as required and coordinating with the Managed Service team in Newcastle-upon-Tyne.

The role requires strong knowledge of Windows OS, Microsoft 365 and Active Directory, plus a solid understanding of networking basics.

Qualifications

• 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.
• 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.
• 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

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer focus

Independent worker

Driving licence

Tools

ServiceNow

Freshservice

Job description

Sumer Group in Newcastle-upon-Tyne is seeking an IT Service Desk Engineer to join our Operations - IT team on a permanent, on-site basis. You will be the first point of contact for technical support across our nationwide client base, handling on-site visits as required and coordinating with the Managed Service team in Newcastle-upon-Tyne.

The role requires strong knowledge of Windows OS, Microsoft 365 and Active Directory, plus a solid understanding of networking basics.