At a Glance
- Tasks: Provide first and second-line IT support to diverse customers across various sectors.
- Company: Join Serveline IT Ltd, a growing Managed Service Provider with a friendly culture.
- Benefits: Starting salary of £25,000, ongoing training, performance bonuses, and a pension scheme.
- Other info: Flexible working arrangements and excellent career progression opportunities await you.
- Why this job: Develop your technical skills in a fast-paced environment while helping others solve their tech issues.
- Qualifications: Experience in IT support, understanding of Microsoft systems, and strong problem-solving skills.
The predicted salary is between 25000 - 25000 £ per year.
Benefits
- Start salary from £25,000 per year
- Ongoing training and development opportunities
- Exposure to a wide range of technologies and environments
- Career progression opportunities within the business
- Performance rewards/bonuses
- Company pension scheme
- Holiday entitlement in line with company policy – awarded more holiday after serving time at Serveline.
Role Overview
Serveline IT Ltd are looking for an experienced and customer-focused Helpdesk Engineer to join our growing Helpdesk team. This role is ideal for someone with previous IT support experience who is looking to further develop their technical knowledge within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will provide first and second-line support to a wide range of customers across multiple sectors including business, education, and charities. You will be responsible for troubleshooting technical issues, supporting end users remotely, maintaining high service standards, and assisting with infrastructure and cloud-based technologies.
Key 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
Skills & Knowledge
- 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
Desirable Skills
- Experience working within an MSP environment
- Knowledge of Microsoft Intune and Entra ID
- Experience with VoIP systems
- Knowledge of Halo PSA ticketing systems
- Knowledge of Hudu Documentation
- Understanding of backup and disaster recovery solutions
- Exposure to networking hardware such as switches, firewalls, and access points
- Knowledge of remote monitoring and management platforms
Personal Qualities
- 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
Entry Requirements
- 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 (not essential)
- Basic IT knowledge and confidence using computers
- A genuine interest in pursuing a career within IT support
- Previous customer service experience
Recommended Certifications
Whilst not essential, the following certifications would be advantageous:
- Microsoft: Microsoft 365 Certified: Fundamentals (MS-900)
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft 365 Endpoint Administrator Associate (MD-102)
- CompTIA: CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Vendor Certifications (Desirable): SonicWall, Ubiquiti, 3CX, HPE/Aruba
Working Hours
Normal working hours will be Monday to Friday, operating hours for helpdesk are 8am until 5:30pm. We work on a Rota basis that is arranged monthly, with shifts hours operating as: 8am – 4:30pm, 8:30am – 5:00pm and 9am – 5:30pm. We do offer flexible working arrangements based on successful completion of the probationary and initial training period.
Helpdesk Engineer employer: Serveline IT Ltd
Serveline IT Ltd is an exceptional employer, offering a supportive work culture that prioritises ongoing training and development for its employees. With a focus on career progression and exposure to a diverse range of technologies, team members are encouraged to grow their technical skills in a dynamic Managed Service Provider environment. Additionally, the company provides competitive benefits, including performance rewards, a pension scheme, and increased holiday entitlement with service, making it an attractive place for those seeking meaningful and rewarding employment in Kinver.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Engineer
✨Tip Number 1
Network like a pro! Attend local tech meetups or online webinars related to IT support. You never know who you might meet that could help you land that Helpdesk Engineer role.
✨Tip Number 2
Practice your troubleshooting skills! Set up a home lab with different devices and software. The more hands-on experience you have, the better you'll perform in interviews.
✨Tip Number 3
Don’t just apply anywhere; focus on companies like Serveline that offer growth opportunities. Tailor your applications to highlight how your skills match their needs, especially in customer service.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows you're genuinely interested in the position and keeps you fresh in their minds.
We think you need these skills to ace Helpdesk Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Helpdesk Engineer role. Highlight your IT support experience and any relevant skills, especially those mentioned in the job description like Microsoft 365 and troubleshooting.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your previous experiences make you a great fit for our team at Serveline.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application reflects your strong communication skills. Keep it clear, professional, and friendly – just like we do at StudySmarter!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Serveline IT Ltd
✨Know Your Tech Stuff
Make sure you brush up on your knowledge of Microsoft Windows, Microsoft 365, and basic networking principles. Be ready to discuss your previous IT support experience and how you've tackled technical issues in the past.
✨Show Off Your Customer Service Skills
As a Helpdesk Engineer, you'll be dealing with customers regularly. Prepare examples of how you've provided excellent customer service in previous roles. Highlight your ability to communicate clearly and maintain professionalism under pressure.
✨Familiarise Yourself with the Company
Do a bit of research on Serveline IT Ltd and their services. Understanding their business model and the sectors they serve will help you tailor your answers and show genuine interest in the role.
✨Prepare for Scenario Questions
Expect to face scenario-based questions where you'll need to demonstrate your troubleshooting skills. Think about common IT issues you've resolved before and be ready to walk through your thought process during the interview.
