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.

• 24 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.