Helpdesk Engineer

Helpdesk Engineer - Kinver

Benefits

Start salary from £25,000 per year

Ongoing training and development opportunities

Exposure to 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

Participating 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