End User Compute Help Desk Engineer

We are looking for an experienced Helpdesk Engineer to provide high-quality Level 1 and Level 2 IT support to end users. The role focuses on troubleshooting end-user devices, account and access issues, Microsoft 365 applications, connectivity, and other workplace technology.

You will be responsible for taking ownership of support tickets from initial contact through resolution, delivering excellent customer service, and working closely with technical teams when escalation is required.

• →Provide Level 1 and Level 2 technical support through phone, email, chat, and ticketing systems.
• →Troubleshoot and resolve issues relating to laptops, desktops, peripherals, printers, mobile devices, and workplace technology.
• →Handle user account provisioning, password resets, authentication, access, and MFA-related issues.
• →Diagnose and resolve Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, and Exchange Online issues.
• →Troubleshoot Wi-Fi, LAN, VPN, remote access, and other network connectivity issues.
• →Support Active Directory and Microsoft Entra ID user and group administration.
• →Provide support for endpoint management, software deployment, patching, antivirus, and endpoint security.
• →Support telephony, VoIP, Microsoft Teams Phone, video conferencing, and meeting-room technology.
• →Accurately triage, categorise, prioritise, and document incidents and service requests.
• →Resolve issues at first contact wherever possible and escalate complex issues to the appropriate technical teams.
• →Maintain ownership of escalated tickets and keep users informed throughout the resolution process.
• →Maintain accurate ticket documentation and contribute to knowledge base and self-service content.
• →Identify recurring issues and recommend improvements to reduce repeat incidents.
• →Work within defined SLAs, ITIL-based processes, and information security standards.

• 2–4 years of practical experience in an IT Helpdesk, Service Desk, or End User Computing support environment.
• Strong experience supporting Windows 10/11 environments.
• Experience troubleshooting laptops, desktops, hardware, peripherals, and docking stations.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Experience with user access, account administration, password resets, authentication, and MFA.
• Experience with ITSM / ticketing systems and remote support tools.
• Good understanding of ITIL-based service management practices.
• Strong troubleshooting and diagnostic skills.
• Excellent written and spoken English communication skills.

• Experience with Microsoft Intune or Microsoft Configuration Manager (SCCM).
• Experience with Mobile Device Management (MDM).
• Knowledge of Exchange Online.
• Experience troubleshooting VPN, Wi-Fi, LAN, and remote connectivity.
• Experience supporting printers, scanning, VoIP, and unified communications.
• Experience with endpoint security, antivirus, patching, and software updates.
• Experience supporting video conferencing and AV / meeting-room technology.
• Previous experience in a Managed Services Provider (MSP) or Systems Integrator environment.
• ITIL v4 Foundation certification or willingness to obtain it.

• Strong customer-service mindset with a focus on delivering a positive end-user experience.
• Excellent communication skills and the ability to explain technical issues in simple language.
• Strong ownership and accountability for assigned tickets.
• Good attention to detail and structured problem-solving ability.
• Ability to remain calm and professional when dealing with frustrated users.
• Strong collaboration and stakeholder-management skills.
• Self-motivated and able to manage priorities in a fast-paced support environment.
• Willingness to work rostered shifts to support users across different time zones.
• Passion for technology and continuous learning.