Helpdesk Engineer in Potters Bar

A leading specialist infrastructure engineering company, JSM Group designs and installs complex power networks, digital infrastructure, and specialist systems for a future-focused worldwide marketplace.

As a Helpdesk Engineer, you will be a key part of the IT team, providing day-to-day technical support across the business. This role is ideal for someone building their career in IT support, working under the guidance of senior colleagues to deliver efficient, customer-focused support that aligns with business needs.

Day to day, you will be involved in the following:

• Technical Support
  • Act as a first point of contact for technical issues, providing troubleshooting and resolution, escalating complex or unresolved issues to senior engineers when needed.
  • Work alongside IT team members to address hardware, software, network, and systems issues.
  • Help ensure reliable day-to-day IT operations for end users.
• Incident Management
  • Log, categorise, and prioritise incidents accurately, progressing them through to resolution within agreed service levels.
  • Contribute to post-incident reviews, helping identify root causes and suggesting improvements.
• Process Improvement
  • Follow and help maintain best practices to improve helpdesk efficiency and user satisfaction.
  • Suggest improvements to helpdesk processes based on day-to-day experience.
• User Support & Knowledge Management
  • Support end-users in understanding and using IT systems effectively.
  • Help create and maintain clear, user-friendly documentation and knowledge base articles to support self-service and reduce recurring issues.
• General Duties
  • Monitor ticket queues to ensure timely progression and resolution of support requests.
  • Support service reporting and performance metrics.
  • Promote IT best practice across the business.
  • Engage with stakeholders to understand their needs and provide appropriate support.
  • Ensure compliance with IT policies, standards, and security guidelines.

This role is based across our Potters Bar and Barking offices on a hybrid basis. You'll need a UK driving licence and access to a vehicle to travel between the two sites when required.

ABOUT YOU

You'll do well here if you recognise yourself in this:

• You're hungry to grow and you take personal responsibility for your work and your development.
• You're comfortable with complexity and you'd rather solve a hard technical problem than avoid it.
• You work well across disciplines; you know good delivery depends on civil, power, and digital teams pulling in the same direction.
• You use sound judgment under pressure and you're straight with people about risk and programme.
• You're professional and approachable with users, and you take ownership of the issues you pick up until they're resolved.
• You can prioritise and adapt at pace in a fast-moving, ticket-driven environment, and you're a collaborative team player.

EXPERIENCE

Essential

• Some experience in an IT support or helpdesk role, or a strong foundation from relevant training/qualifications if you're newer to the field.
• Good technical understanding across desktop, network, and systems support.
• Strong problem-solving skills and close attention to detail.
• Good communication skills with a customer-centric mindset.

Desirable

• Familiarity with incident management systems and awareness of ITIL practices.

REQUIREMENTS & QUALIFICATIONS

Essential

• Full UK driving licence and access to a vehicle, for travel between our Potters Bar and Barking offices.

Desirable

• Relevant IT qualifications (e.g. CompTIA, Microsoft, Cisco) — beneficial but not essential.

If you meet most but not all of the above, we'd still like to hear from you. We'll look at what you've delivered and what you're capable of, not just the list.

WHAT WE OFFER

In addition to an industry competitive salary, we offer:

• Performance-linked bonus, where applicable.
• Pension — 4% employer matched.
• 28 days annual leave plus bank holidays.
• Health cash plan (BUPA) — cashback on dental, optical, and physiotherapy.
• Healthcare plan (Benenden Health) — faster medical advice, private diagnostics, and treatment alongside the NHS.
• Employee assistance programme.
• Electric car scheme — lease a fully maintained EV through salary sacrifice.
• Funded training and development through our Training Centre and Competency Cloud, professional membership, and a clear route to chartership or higher authorisation.
• Exclusive discounts.

DIVERSITY, INCLUSION & EQUAL OPPORTUNITIES

JSM Group is an equal opportunities employer. We're building teams that reflect the communities and clients we work for, and we believe better engineering comes from bringing different experience into the same room. We're committed to making our recruitment process accessible. If you need an adjustment at any stage to the application, the interview format, or the assessment, tell us and we'll sort it. Every application is assessed on skills, experience, and potential.