Job Description

We're looking for an enthusiastic and customer-focused

1st Line IT Support Helpdesk Engineer

to join our IT team. This is a great opportunity for someone with

previous experience in an IT support or helpdesk role

who is looking to develop their skills further and progress within IT.

As the first point of contact, you'll support users with everyday technical issues via phone, email, and our ticketing system. You'll work across a range of technologies, handling hardware, software, and account-related queries, while building a strong foundation for your IT career.

Key Responsibilities

Act as the first point of contact for IT queries, incidents, and service requests. Provide support via phone, email, remote tools, and in person. Log, track, and manage tickets through the helpdesk system. Troubleshoot and resolve common hardware, software, and network problems. Network and Firewall management/support Escalate more complex issues to 2nd/3rd line teams when required. Assist with user account administration (e.g., password resets, permissions). Help set up and configure laptops, desktops, and mobile devices. Maintain accurate records of issues and solutions for knowledge sharing. Deliver excellent customer service and clear communication to end users.

Skills & Qualifications

Essential

At least 3 years of experience in an IT support or helpdesk environment. Good knowledge of Windows OS, macOS and common desktop applications. Microsoft 365 - Exchange, SharePoint, Teams Telecommunications - VoIP Systems Strong communication and customer service skills. Enthusiasm for problem-solving and continuous learning. Ability to manage time effectively and prioritise workloads. Positive, proactive attitude and ability to work well in a team. Have a full, clean UK driving licence and own vehicle.

Desirable:

Experience with Active Directory, Exchange, or ticketing/helpdesk systems. Basic networking knowledge (e.g., TCP/IP, Wi-Fi, printers). IT certifications (CompTIA A+, Microsoft Fundamentals, or equivalent).

What We Offer

Ongoing training and professional development. A supportive team with mentoring from experienced IT staff. Clear progression opportunities into 2nd Line Support and beyond. Competitive salary and benefits package.
Job Types: Full-time, Permanent

Pay: 22,000.00-25,000.00 per year

Benefits:

Casual dress Company pension On-site parking
Work Location: Hybrid remote in Leicester LE4