First And Second Line IT Helpdesk Engineer

ABOUT DSM GROUP

DSM Group is a UK managed IT and cyber security services provider based in Sibson, Peterborough. We look after the technology that our clients depend on every day, from end user support and hosted infrastructure to security services, compliance and our own data centre. Our clients range from professional services firms to administration and financial businesses, and they trust us because we are responsive, honest and easy to deal with.

We are a close knit team where everyone knows everyone, and where the quality of the service we give our clients is a shared responsibility. We are growing steadily and deliberately, with a focus on giving our people the time and the tools to do their jobs well rather than firefighting.

THE ROLE

The Helpdesk Engineer is the first point of contact for our clients when they need technical help, and the person who sees most issues through to resolution. You will answer calls, respond to emails and portal tickets, log and categorise incidents accurately, and fix as much as you can at first contact. You will then take ownership of the 2nd line work that follows, investigating more involved faults across desktops, servers, Microsoft 365 and networks, and escalating to our Senior Engineers only where an issue genuinely needs their depth of expertise.

This is a hands on role that suits somebody who enjoys solving problems, takes real pride in a tidy ticket queue, and likes talking to people as much as fixing things. You will be supported by an experienced engineering team and there is a clear route to grow into 3rd line and project work as your skills develop.

KEY RESPONSIBILITIES

• Act as the first point of contact for client support requests by telephone, email and the service desk portal, providing a friendly, professional and reassuring experience.
• Log, categorise and prioritise all incidents and service requests accurately in the service desk system, ensuring tickets are kept up to date with clear, well written notes.
• Diagnose and resolve 1st line issues at first contact wherever possible, covering Windows desktops and laptops, Microsoft 365, printing, user accounts, passwords, connectivity and common business applications.
• Carry out routine service requests such as new user set ups, leavers, permission changes, mailbox configuration and device builds following DSM standard procedures.
• Own and resolve 2nd line issues including Windows Server and Active Directory administration, Microsoft 365 and Entra ID configuration, networking faults, backup checks and remote monitoring alerts, using our RMM and remote tools.
• Escalate issues that need 3rd line or specialist input to Senior Engineers promptly and with complete, relevant information, and take ownership of keeping the client informed until resolution.
• Monitor the ticket queue and alerting tools, chasing open tickets, meeting agreed response and resolution targets, and flagging anything at risk of breaching SLA.
• Follow DSM security and compliance procedures at all times, including identity verification, change control and data handling, and help clients to do the same.
• Contribute to and maintain the internal knowledge base and client documentation so that fixes are repeatable and the whole team benefits.
• Support the wider engineering team with project work, on site visits and asset management as required.
• Participate in the team rota to provide cover across our core support hours.