About the Role
Keystone Group is seeking a proactive and customer-focused 1st Line IT Support Engineer to join our IT team. This is an excellent opportunity for an individual who is passionate about technology, enjoys problem-solving, and takes pride in delivering exceptional customer service.
As the first point of contact for IT support across the business, you will play a key role in ensuring colleagues receive prompt and effective technical assistance. You will work within a collaborative IT team, gaining exposure to a broad range of technologies while developing your technical expertise and professional skills.
What you’ll be doing
- Providing telephone-based remote support, and onsite technical support across Keystone Group locations.
- Assisting with user account administration, password resets, access requests, and email security administration.
- Providing 1st line technical support for hardware, software, network, and system-related issues.
- Logging, diagnosing, prioritising, and resolving incidents and service requests through the IT ticketing system
- Maintaining accurate records of support activities and solutions within the IT ticketing system.
- Escalating complex issues to appropriate 2nd and 3rd line support teams where required.
- Installing, configuring, and maintaining end-user devices including PCs, laptops, printers, mobile devices, and peripheral equipment.
- Supporting IT projects and technology deployments as required.
- Promoting high standards of Health & Safety, ensuring compliance with company policies and challenging unsafe behaviours where appropriate.
- Undertaking any other duties reasonably requested that are consistent with the level and responsibilities of the role.
What you’ll need to succeed
You will be a motivated and enthusiastic IT professional with a passion for delivering excellent customer service. You will enjoy working in a fast-paced environment, have strong problem-solving skills, and be committed to continually developing your technical knowledge.
You will also demonstrate
- Excellent communication and customer service skills.
- Strong analytical and troubleshooting abilities.
- The ability to prioritise workloads and manage multiple tasks effectively.
- A positive, team-oriented approach with a willingness to learn.
- Attention to detail and a methodical approach to problem resolution.
- The ability to remain calm and professional under pressure.
What we’re looking for
- Previous experience in a 1st Line Support, Helpdesk, Service Desk or IT Support role.
- Good working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
- Understanding of Active Directory, user account management, and basic networking principles.
- Experience supporting desktop and laptop hardware, printers, and mobile devices.
- Familiarity with IT Service Management (ITSM) or ticketing systems.
- A relevant IT qualification (such as CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND, or equivalentexperience) would be advantageous.
- A full valid driving licence would be beneficial due to travel between sites.
What We Offer
- Opportunities for professional development and career progression
- A supportive, values-driven and inclusive working environment
- Competitive salary and benefits package
- 32 days annual leave, increasing with service
- Pension
- Life Assurance
- Healthcare Cashback Plan
- Enhanced Family Friendly policies
- Additional employee benefits including, access to our Cycle to Work Scheme, Employee Discount Scheme, Employee Recognition awards, Employee Assistance Programme.
A Bit About Us
For more than three decades, the Keystone Group has grown to become one of the UK and Ireland’s largest family-owned construction product manufacturers. Driven by a relentless focus on innovation and customer excellence, the Group employs over 2,000 employees across 28 sites, supplying cutting-edge building solutions to growing markets in the UK & Ireland, Europe, Australia and North America. Its portfolio includes market-leading brands in the steel, light & environmental and timber sectors.
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