Service Desk Engineer

GEM Partnership; Hebburn; On-site; GBP 17,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Job summary

GEM Partnership in South Tyneside is seeking a Service Desk Engineer (1st Line) to join a growing IT team. You will provide first-line IT support via phone, email and ticketing systems, with focus on Windows, Microsoft 365 and Active Directory. Remote troubleshooting and desktop/laptop/mobile device support are key parts of the role.

You will log, triage and resolve incidents to meet SLAs, with potential hybrid working for exceptional candidates and a Mon-Fri schedule.

Qualifications

• Experience in IT support or service desk within an MSP environment.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• Current Microsoft certification (365, Azure etc.).
• CompTIA A+ certificate (desired).

Responsibilities

• Act as the first line of support for IT issues via phone, email, and ticketing systems.
• Remotely troubleshoot hardware, software, and network problems, escalating when required.
• Utilising strong knowledge of Microsoft 365.
• Remote hardware maintenance and support.
• Configure and support desktops, laptops, and mobile devices.
• Keep tickets updated and resolved in line with SLAs.

Skills

Windows OS

Microsoft 365

Active Directory

Customer service

Troubleshooting

Education

Microsoft Certification (365/Azure)

CompTIA A+ certificate

Job description

Service Desk Engineer – 1st Line

Salary: Up to £29,000 per annum

Location: South Tyneside

My client, based in South Tyneside, is My client is a rapidly growing IT business, who provide a managed service solution to organisations across the UK.

Due to their continued growth, they are seeking a Service Desk Engineer (1st Line), to join their already well established Service Desk team.

The Role

• Act as the first line of support for IT issues via phone, email, and ticketing systems.
• Remotely troubleshoot hardware, software, and network problems, escalating when required
• Utilising strong knowledge of Microsoft 365
• Remote hardware maintenance and support
• Configure and support desktops, laptops, and mobile devices
• Keep tickets updated and resolved in line with SLAs

The Person

• Proven experience in an IT support or service desk role, specifically within an IT Managed Services environment
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory
• Holder of a current Microsoft certification (365, Azure etc.)
• Hold an up-to-date CompTIA A+ certificate (desired)
• Excellent troubleshooting and problem-solving skills
• Customer-focused with strong communication skills

This is a fantastic opportunity to join a rapidly growing and ambitious organisation at an exciting time with genuine opportunities for career development and progression.

Alongside this, their supportive environment and culture is designed to develop talent, with an ongoing commitment to your personal and professional development, with continuous product training at the heart of their offering.

The role office based from their South Tyneside HQ although hybrid working will be considered for an exceptional candidate. The role is a Mon-Fri operation, but also offers the optional overtime for ‘on-call’ work.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.