Junior It Support Engineer

North-PB; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology solutions provider in the United Kingdom is seeking an L1 Helpdesk professional responsible for troubleshooting and remote diagnostics for various devices. The ideal candidate will have excellent communication skills and a strong customer service ethic, with prior experience in a service provider setting preferred. This role offers competitive salary and excellent benefits.

Benefits

Competitive market salary

Excellent benefits package

Fantastic opportunities for progression

Qualifications

• Prior experience providing first-line support within a service provider setting is preferred.
• Proficient computer literacy, including expertise with the Office 365 product suite and remote access/support tools.
• Familiarity with M365 administration portal and Azure environments.

Responsibilities

• Provide first line support, troubleshooting for end user devices.
• Manage deployment of new user devices and hardware upgrades.
• Monitor help desk tickets to resolve or escalate as needed.

Skills

Excellent verbal and written communication

Strong customer service ethic

Desire to learn new technologies

Ability to work on own initiative

Ability to meet deadlines

Perform well under pressure

Inquisitive mind

Tools

Microsoft Intune

Office 365

SAP ByDesign

AutoTask

Job description

Description of Role

As L1 Helpdesk you will be responsible for:

• First line support, including troubleshooting and remote diagnostics for:
  • End user Windows 11, Android, iOS devices
  • Microsoft365 and Entra
  • Windows Server 2022
  • Infrastructure including wireless, switches, firewalls
  • Business systems: SAP ByDesign (ERP) and AutoTask
  • Conference systems such as Teams Room
• Device and application management using Microsoft Intune
• Manage the deployment of new user devices (laptops + mobiles)
• Hardware repair and upgrade for Dell Pro laptops
• Monitor all help desk tickets to resolve or escape, meeting SLA s
• Understand cyber security controls to escalate suspicious activity
• Utilise AI tools such as Copilot to automate and improve support
• Communicate with staff during an issue or incident

Must be able to attend the office everyday.

Responsibilities

North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. And we focus our expertise on working in three specialist sectors: public services, enterprise & data centres, and defence & justice.

Qualifications

For development purposes the following knowledge, skills and experience are required.

Key Skills

• Excellent verbal and written communication
• Possesses a strong customer service ethic
• Desire to learn new technologies and master them
• An ability to work on own initiative & priorities tasks
• An ability to meet deadlines (particularly service levels)
• Ability to perform well under pressure (incidents)
• An inquisitive mind (pro-actively identifying issues or incidents using remote management tools)

EXPERIENCE

• Prior experience providing first-line support within a service provider setting is preferred.
• Proficient computer literacy, including expertise with the Office 365 product suite and remote access/support tools.
• Familiarity with M365 administration portal and Azure environments.
• Solid understanding of various operating systems, such as Windows 11, Microsoft Server 2022, Android, iOS, and Ubuntu Linux.
• Fundamental knowledge of networking technologies, ideally working with Cisco and Aruba hardware.
• Professional certifications such as Microsoft, CompTIA, or Cisco credentials are advantageous.
• Knowledge of cyber security concepts, including Sentiel SIEM, is considered beneficial
• Experience with SAP ByDesign and Datto AutoTask platforms is advantageous.

North rewards employees with a competitive market salary and an excellent benefits package and offers fantastic opportunities for progression throughout the company. Further details of package on offer will be discussed at application stage.