Level 1 Helpdesk Engineer

Deployflow; Bracknell; On-site; GBP 22,000 - 30,000; Full time

Job summary

Deployflow is seeking an On-Site Level 1 Helpdesk Engineer to provide first-line IT support for staff and students at Bracknell and surrounding areas. The role covers desktop, device, classroom technology, and print-related issues with escalation to higher levels as needed.

You will troubleshoot hardware/software, maintain ticket records, and contribute to daily IT operations while delivering strong customer service and professional communication.

Qualifications

• IT support experience in a Helpdesk or technical support role.
• Good understanding of Windows operating systems and Microsoft 365 (Outlook, Teams, SharePoint).
• Basic knowledge of networking fundamentals (IP addressing, DNS, DHCP).
• Strong problem-solving, communication, and time management skills.
• Customer-focused with a proactive attitude.

Responsibilities

• Provide first-line on-site support for staff and students.
• Troubleshoot hardware/software on desktops, laptops, and peripherals.
• Support classroom technology and AV equipment.
• Log, track and resolve support requests in the ticketing system.
• Escalate issues to Level 2/3 engineers when needed.

Skills

IT support

Windows & Microsoft 365

Networking fundamentals

Customer service

Communication

Time management

Problem solving

Tools

Veeam

Zabbix

Apple OS

AD/GP basics

Job description

On-Site Level 1 Helpdesk Engineer

Location:

On‑Site, Bracknell - Binfield, and Wokingham - sometimes

Deployflow is an IT Consultancy specialising in Software Development, Application Support, Managed Services and DevOps based in the UK, we specialise in empowering organisations on their digital transformation journey. With a team of over 50 highly skilled professionals with strong technical and commerical experience, we at Deployflow are committed to delivering exceptional technology solutions that drive business growth and success. Naturally, we always go the extra mile for our clients, but we are dedicated to our team members even more. Our strength is in the power of unity and, just as our motto says: “Digital transformation centered around people”

So, here’s the thing... We are seeking a motivated and experienced On-Site 1st Line Helpdesk Engineer to join our team permanently. Your degree isn’t our priority, but your personality, attitude, and determination are. Furthermore, if you can easily acclimate to new environments, actively engage in brainstorming ideas, never stop before a challenge, and learn from your failures, and if this role aligns with your passions and you can prove you’re great at it, our doors are fully open to you.

About the role

The On-Site Level 1 Helpdesk Engineer is responsible for providing first-line technical support for staff, students, and IT systems. This includes diagnosing and resolving Level 1 issues related to servers, backups, networking, end-user devices, classroom technology, and printing. The engineer will also assist the central Helpdesk Team with ticket triage and resolution within the IT ticketing system to ensure smooth day-to-day IT operations.

Key Responsibilities

End-User Support

• Provide on-site first-line support for all staff and student IT issues.
• Troubleshoot and resolve hardware and software problems on desktops, laptops, and peripherals.
• Support classroom technology, including Teams and Zoom setups, projectors, and AV equipment.
• Provide basic user training and guidance where needed.

Server, Backup & Network Support

• Monitor and respond to basic Level 1 server alerts (e.g., storage capacity, service restarts, account lockouts).
• Check and report on daily backup job statuses, escalating failures when necessary.
• Perform basic network troubleshooting (e.g., connectivity, Wi-Fi access, patching).
• Escalate persistent or critical issues to Level 2/3 engineers as required.

Helpdesk & Ticketing

• Log, track, and update all support requests through the Helpdesk ticketing system.
• Assist remote Helpdesk engineers by managing local support tickets requiring physical intervention.
• Ensure timely resolution of Level 1 tickets in line with SLAs.
• Maintain accurate records of issues, solutions, and asset information.

Hardware & Printers

• Install, configure, and support printers, multifunction devices, and drivers.
• Perform toner replacements, paper jam fixes, and basic maintenance.
• Support hardware moves, deployments, and imaging of PCs/laptops.

General IT Duties

• Assist in setting up new user accounts, email, and Teams access.
• Participate in IT projects, upgrades, and maintenance tasks.
• Maintain high standards of customer service and professionalism.
• Follow IT policies, procedures, and security best practices.

Skills & Qualifications

Essential:

• IT support experience in a Helpdesk or technical support role.
• Good understanding of Windows operating systems and Microsoft 365 (Outlook, Teams, SharePoint).
• Basic knowledge of networking fundamentals (IP addressing, DNS, DHCP).
• Strong problem-solving, communication, and time management skills.
• Customer-focused with a proactive attitude.

Desirable:

• Experience supporting classroom or AV technologies (Teams Rooms, Zoom Rooms).

• Experience with server monitoring or backup tools (e.g., Veeam, Zabbix, or similar).
• Experience with Apple operating systems.
• Familiarity with Active Directory and Group Policy basics.
• ITIL Foundation or similar Helpdesk process understanding.

Working Hours

Full-time, on-site in Binfield and Wokingham customers. Occasional flexibility may be required for maintenance windows or major IT events.

Monday to Friday 9:00 to 17:00