Senior Helpdesk Engineer - 2nd/3rd Line Support | Competitive Salary | Birchwood, Warrington
Take the next step in your IT support career with a role that offers greater technical responsibility, the opportunity to lead by example and the chance to make a real difference to how a helpdesk operates.
We're looking for an experienced Senior Helpdesk Engineer to bridge the gap between 2nd Line Support and Senior Infrastructure Engineers.
You'll take ownership of complex technical issues, support the day-to-day running of the helpdesk and help identify problems before they escalat. It's an ideal opportunity for someone with strong technical skills who enjoys supporting others and is ready to progress towards a technical leadership role.
About The Company
At Image Development Technology (IDT), we bring together over 50 years of combined IT experience to help businesses work smarter through reliable, tailored technology solutions. We pride ourselves on delivering excellent service, solving real technical challenges and building strong relationships with our clients.
The Role
Working closely with the Helpdesk Manager and Senior Infrastructure Engineers, you'll:
- Act as the main technical escalation point for complex 2nd Line issues, supporting 3rd Line investigations.
- Help manage helpdesk priorities, escalations and day-to-day technical operations.
- Monitor infrastructure health, RMM alerts, patching and endpoint compliance.
- Troubleshoot Microsoft 365, Intune, networking, security and infrastructure issues.
- Identify recurring problems and recommend improvements to prevent future incidents.
- Mentor junior engineers and support their technical development.
- Maintain accurate technical documentation and ensure systems remain secure and properly maintained.
What We're Looking For
- Strong experience in 2nd Line IT Support, with exposure to 3rd Line or infrastructure environments.
- Good knowledge of Microsoft 365, Exchange Online, SharePoint, Teams and Entra ID.
- Hands-on experience with Microsoft Intune, device management and endpoint security.
- Solid networking knowledge, including DNS, DHCP, VLANs, firewalls and VPNs.
- Understanding of Windows Server, Active Directory, Group Policy, virtualisation and backups.
- Experience with RMM tools, proactive monitoring and patch management.
- Strong troubleshooting, communication and organisational skills.
The Person
You'll be proactive, dependable and confident taking ownership of technical issues. You'll enjoy supporting colleagues, spotting problems early and improving how the helpdesk operates.
Ready to take the next step towards a technical leadership role?
