Line Helpdesk Support Engineer

Responsibilities:

• Logging, managing, updating, and closing support tickets efficiently.
• Providing first‑line technical support via phone, email, and remote access.
• Diagnosing and resolving common hardware, software, and user issues.
• Carrying out daily IT systems checks and routine maintenance.
• Supporting Windows desktop environments (Windows 10/11).
• Assisting with Microsoft 365 administration (users, mailboxes, Exchange, SharePoint).
• Supporting cloud‑based services and Windows Server environments.
• Assisting with Intune, Autopilot, and device provisioning.
• Supporting mobile devices and MDM platforms.
• Assisting with cybersecurity‑related tasks and best practices.
• Occasional on‑site client visits alongside senior engineers.
• Escalating complex issues appropriately while learning from their resolution.
• Interpreting and prioritising customer requirements in line with organisation policy.
• Applying the appropriate tools and techniques to undertake fault finding and rectification.
• Applying Continuous Professional Development to support necessary business output and technical developments.
• Operating safely and securely across platforms, maintaining personal data security of internal and external stakeholders.
• Communicating with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Developing and maintaining effective working relationships with colleagues, customers, and other stakeholders.
• Managing and prioritising the allocated workload effectively, using time and resources efficiently.
• Completing documentation relevant to the task and escalating where appropriate.
• Installing or undertaking basic software upgrades, either physically or remotely.
• Establishing and diagnosing the extent of the IT support task in line with organisation policies and SLAs.
• Providing remote or face‑to‑face support to resolve customer requirements.
• Maintaining a safe working environment for oneself and others, in line with Health & Safety guidelines.
• Identifying and scoping the best solution informed by system data associated with the task.
• Testing and evaluating the system’s performance and compliance with customer requirements.
• Escalating non‑routine problems in line with procedures.
• Using basic scripting (e.g., PowerShell, Linux) to execute relevant tasks.
• Carrying out routine maintenance across systems (IT, communications), ensuring organisational compliance at all times.
• Applying necessary security measures in line with access and/or encryption requirements.
• Using a range of cabling and connector equipment in line with technical requirements, physically or remotely.
• Testing and evaluating network environments.
• Monitoring performance and usage of networks.
• Deploying applications on a network.
• Setting up storage and data access for staff.
• Applying necessary security measures to network access, in line with access requirements.
• Carrying out routine maintenance across network systems, ensuring organisational compliance.
• Monitoring network‑related workloads including DNS and firewalls.
• Establishing digital communication or telecommunications systems through cabling and connecting equipment.
• Identifying a range of tools and diagnostic equipment (hardware or software) to resolve communications or telecommunications requirements.
• Undertaking basic telecommunications activities in response to an allocated task, responsibilities, instructions or customer requirements.
• Using information to identify operational issues and rectify or raise them accordingly in line with policy.

We are looking for a motivated 1st Line Helpdesk Support Engineer with a genuine passion for IT and a strong desire to learn. This role is not limited to basic password resets. A candidate who shows initiative, curiosity, and a proactive approach will be given the opportunity to build technical skills rapidly and take on increasing responsibility.

Qualifications:

• GCSE: English (grade C/4+) and Maths (grade C/4+).
• Communication skills.
• IT skills.
• Attention to detail.
• Organisation skills.
• Customer care skills.
• Problem‑solving skills.
• Presentation skills.
• Administrative skills.
• Analytical skills.
• Logical skills.
• Team‑working skills.
• Initiative.
• Passion for ICT.
• Positive attitude.
• Motivated.
• Hard‑working.
• Hardware and software troubleshooting skills.

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

About Us:

Swift Digital Solutions is a growing managed IT services and software solutions provider supporting a wide range of clients across multiple industries. We deliver proactive, reliable IT support and pride ourselves on developing our engineers through real‑world experience rather than keeping them siloed in a call‑centre environment.