Junior IT Support Engineer — Hybrid Global Helpdesk

Grouper Technology; Harwell; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Private Medical Insurance

Life Assurance

Cycle to Work Scheme

Birthday day off

Job summary

Ariat is seeking an IT Support Engineer I - Junior Helpdesk for its Harwell office. You will be the first point of contact for day-to-day IT questions for about 50 staff, providing friendly, hands-on support both on site and remotely across the globe.

This entry-level role offers training, exposure to Windows and macOS, Microsoft 365 apps, and IT ticketing. You’ll work with a global team, participate in onboarding, and handle equipment setup and basic repairs while growing your IT career.

Qualifications

• Some previous experience in customer service, technical support, helpdesk support, or a similar position is preferred.
• Basic knowledge of Windows computers, macOS devices, mobile devices, and common office technology.
• Familiarity with Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint.
• Basic understanding of user accounts, passwords, wireless networks, VPN connections, printers, and computer accessories.
• Strong interest in technology and a willingness to learn new systems and processes.
• Excellent customer service, communication, and interpersonal skills.
• Patience and confidence when assisting employees with different levels of technical experience.
• Ability to follow written procedures and accurately document completed work.
• Strong organisational skills and attention to detail.
• Ability to manage several support requests while keeping employees informed.

Responsibilities

• Provide in-person IT support for approximately 50 employees at Ariat's England office.
• Serve as a first point of contact for common technology questions, service requests, and technical issues.
• Provide remote support to Ariat employees across Asia, Europe, and the Americas.
• Work closely with IT support engineers located around the world to resolve issues and provide consistent service.
• Log, update, and manage support requests through the company's IT ticketing system.
• Troubleshoot common issues involving Windows and macOS computers, mobile devices, printers, monitors, docks, and other accessories.
• Assist employees with password resets, account access, multi-factor authentication, VPN connections, wireless connectivity, and software issues.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and other business applications.
• Set up laptops, mobile devices, monitors, and accessories for new employees.
• Assist with employee onboarding and offboarding, including preparing, issuing, collecting, and resetting equipment.
• Install approved software, complete basic device configurations, and help ensure computers receive required updates.
• Provide basic support for meeting rooms, Zoom Rooms, displays, cameras, microphones, and video-conferencing equipment.
• Maintain accurate records of laptops, mobile devices, monitors, accessories, and other IT assets.
• Assist with equipment repairs, replacements, warranty requests, and shipments.
• Follow documented processes and elevate complex or security-related issues to senior engineers.
• Create and update simple support guides, troubleshooting instructions, and knowledge base articles.
• Assist with hardware refreshes, office projects, technology deployments, and other global IT initiatives.
• Maintain a clean, organised, and secure local IT storage and equipment area.
• Provide occasional evening or weekend support for urgent incidents, maintenance, or business events.
• Perform other duties as needed to support local and global business operations.

Skills

Customer service

Technical support

Helpdesk support

Problem solving

Tools

IT ticketing system

Microsoft 365

Microsoft Intune

Microsoft Entra ID

Zoom Rooms

Job description

Ariat is seeking an IT Support Engineer I - Junior Helpdesk for its Harwell office. You will be the first point of contact for day-to-day IT questions for about 50 staff, providing friendly, hands-on support both on site and remotely across the globe.

This entry-level role offers training, exposure to Windows and macOS, Microsoft 365 apps, and IT ticketing. You’ll work with a global team, participate in onboarding, and handle equipment setup and basic repairs while growing your IT career.