Helpdesk Engineer

Salary: £30,000 - 50,000 per year

Requirements

• Previous experience working within an IT support or helpdesk environment
• Good understanding of Microsoft Windows operating systems
• Experience supporting Microsoft 365 environments
• Basic understanding of networking principles including TCP/IP, DHCP, DNS, and WiFi
• Experience using remote support and ticketing systems
• Strong troubleshooting and problem-solving skills
• Ability to prioritise workload and manage multiple tickets effectively
• Good written and verbal communication skills
• Understanding of cyber security best practices
• Experience working within an MSP environment is desirable
• Knowledge of Microsoft Intune and Entra ID is desirable
• Experience with VoIP systems is desirable
• Knowledge of Halo PSA ticketing systems is desirable
• Knowledge of Hudu Documentation is desirable
• Understanding of backup and disaster recovery solutions is desirable
• Exposure to networking hardware such as switches, firewalls, and access points is desirable
• Knowledge of remote monitoring and management platforms is desirable
• Friendly and approachable
• Reliable and punctual
• Positive attitude towards learning
• Professional manner when speaking with customers
• Patient and calm under pressure
• Motivated and eager to develop technical skills
• Honest and trustworthy
• GCSE Grade 4/C or above in English and Maths preferred
• GCSE Grade 4/C or above in ICT
• Full UK driving license beneficial but not essential
• Minimum 1 year experience in IT helpdesk or technician is not essential
• Basic IT knowledge and confidence using computers
• A genuine interest in pursuing a career within IT support
• Previous customer service experience
• Microsoft 365 Certified: Fundamentals (MS-900) is advantageous
• Microsoft Certified: Azure Fundamentals (AZ-900) is advantageous
• Microsoft 365 Endpoint Administrator Associate (MD-102) is advantageous
• CompTIA A+ is advantageous
• CompTIA Network+ is advantageous
• CompTIA Security+ is advantageous
• SonicWall certification is desirable
• Ubiquiti certification is desirable
• 3CX certification is desirable
• HPE/Aruba certification is desirable

Responsibilities

• Provide first and second-line technical support via phone, email, and remote support tools
• Manage and progress support tickets within agreed service levels and priorities
• Troubleshoot and resolve issues relating to Microsoft Windows, Microsoft 365, networking, printers, email systems, and cloud services
• Escalate complex or high-priority issues to senior engineers where required
• Configure and deploy laptops, desktops, and mobile devices
• Support Microsoft 365 administration including Exchange, Teams, SharePoint, and Entra ID
• Assist with onboarding new customers and user setups
• Maintain accurate documentation and ticket updates
• Support cyber security best practices and follow company procedures
• Participate in customer projects, installations, and system upgrades where required
• Deliver excellent customer service and maintain professional communication at all times

Technologies

• Aruba
• Azure
• Cloud
• Hardware
• ICT
• Support
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365

More

We are Serveline IT Ltd and we are looking for an experienced, customer-focused Helpdesk Engineer to join our growing Helpdesk team in Kinver. This role is ideal for someone with previous IT support experience who wants to develop their technical knowledge in a fast-paced Managed Service Provider environment. We support a wide range of customers across business, education, and charities, and we offer ongoing training and development, exposure to a broad range of technologies and environments, career progression opportunities, performance rewards and bonuses, a company pension scheme, holiday entitlement in line with our policy, and flexible working arrangements after successful probation and initial training. Our helpdesk operates Monday to Friday between 8am and 5:30pm on a monthly rota basis.

last updated 25 week of 2026