Job Description

Job Title:

1st Line Helpdesk Engineer

Location:

Hybrid - Based at Siemlus HQ (Milton Keynes) with flexibility to work remotely when required

Reports To:

Service Desk Technical Manager

About Siemlus

At

Siemlus

, we simplify technology for hotels, hospitality, and leisure brands around the world. We provide unified IT support, Wi-Fi, TV, that keep guests connected and operations running smoothly.

We're growing fast -- and we're looking for a motivated

1st Line Helpdesk Engineer

to join our dynamic support team, helping deliver the excellent service our clients expect.

Role Overview

As a

1st Line Helpdesk Engineer

, you'll be the first point of contact for our clients, handling incoming support requests via phone, email, and our ticketing system. You'll triage issues, provide first-line resolutions where possible, and escalate complex problems to 2nd/3rd line engineers when required.

This role is ideal for someone who has

at least 1 year of experience

working in a helpdesk or IT support environment, and is eager to grow their technical skills within a fast-paced, customer-focused team.

Key Responsibilities

Act as the

first point of contact

for inbound IT and support queries from clients. Log, triage, and manage tickets via the

Siemlus Helpdesk

system. Provide first-line troubleshooting and remote support across various technologies, including: Windows OS / Office 365 Network connectivity (Wi-Fi, switches, firewalls) Basic hardware and software diagnostics VoIP and printer setup/support Escalate unresolved issues to the 2nd/3rd Line Engineers, ensuring all details are accurately recorded. Monitor ticket queues and ensure

SLAs are met

consistently. Maintain clear and professional communication with clients throughout the support process. Assist with onboarding new clients, documentation, and internal system updates. Contribute to a culture of

continuous improvement

and

exceptional customer experience

.

Key Skills & Experience

Essential:

Minimum

1 year

experience in an IT support or service desk environment. Excellent customer service and communication skills. Strong troubleshooting and problem-solving ability. Working knowledge of: Microsoft Windows and Office 365 environments Basic networking principles (IP, DNS, DHCP) Remote support tools (e.g., AnyDesk, TeamViewer, RMM) Ability to prioritise and manage multiple tickets efficiently. Enthusiastic, positive attitude with a genuine passion for technology.

Desirable:

Experience in hospitality IT or MSP (Managed Service Provider) environments. Familiarity with helpdesk systems such as

Freshdesk

or

Zendesk

. Basic understanding of Cisco, Ruckus, or Aruba Wi-Fi platforms. IT-related qualifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals).

Why Join Siemlus?

Opportunity to grow within a fast-expanding, forward-thinking technology company. Exposure to industry-leading systems and hospitality technology brands. Supportive "Squad" culture focused on teamwork and development. Ongoing training and career progression into 2nd/3rd Line or Project roles. Competitive salary, benefits package, and performance incentives.
Job Types: Full-time, Permanent, Graduate

Pay: 24,420.00-28,153.92 per year

Benefits:

Casual dress Company events Company pension Flexitime
Work Location: In person