At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for diverse clients.
- Company: Join Serveline IT Ltd, a dynamic Managed Service Provider in Kinver.
- Benefits: Enjoy competitive salary, ongoing training, flexible working, and performance bonuses.
- Other info: Great opportunities for career growth and exposure to cutting-edge technologies.
- Why this job: Kickstart your IT career while making a real difference for customers.
- Qualifications: Previous IT support experience and a passion for technology are key.
The predicted salary is between 30000 - 50000 £ per year.
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
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.
Helpdesk Engineer employer: Sivara GmbH
At Serveline IT Ltd, we pride ourselves on being an excellent employer, offering a supportive and dynamic work environment in Kinver. Our commitment to employee growth is evident through ongoing training opportunities and exposure to diverse technologies, ensuring that our Helpdesk Engineers can develop their skills while providing exceptional service to a variety of clients. With a focus on work-life balance, performance rewards, and a friendly team culture, we create a rewarding atmosphere for those looking to advance their careers in IT support.
