Accelero
Help Desk Engineer
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The Opportunity
An exciting opportunity for a customer-focused Helpdesk Engineer to join a growing IT services team supporting a diverse customer base across South Wales. This role is ideal for someone with a solid foundation in IT support who enjoys solving technical issues, building strong customer relationships, and delivering a high level of service.
Working remotely with occasional travel to customer sites, you will play a key role in providing both first-line and second-line support across a range of technologies. You'll have the opportunity to broaden your technical expertise, gain exposure to varied IT environments, and develop your career within a collaborative and supportive team. Candidates who are proactive, eager to learn, and passionate about customer service will thrive in this position.
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Key Responsibilities
- Act as the first point of contact for IT support requests.
- Manage and prioritise support tickets and emails within agreed SLAs.
- Diagnose, troubleshoot and resolve technical issues, escalating where required.
- Maintain accurate ticket updates and documentation.
- Work closely with internal teams and third-party suppliers to resolve incidents.
- Provide both remote and onsite support to customers.
Requirements
- Minimum 2 years' experience in an IT Support, Helpdesk or Service Desk role.
- Experience supporting Windows 11 and macOS environments.
- Good knowledge of Microsoft technologies, including Active Directory and Microsoft 365.
- Experience configuring and supporting desktops, laptops and printers.
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPNs.
- Strong troubleshooting, communication and customer service skills.
- Full UK driving licence and willingness to travel to customer sites across South Wales.
- Willingness to undergo a DBS check if required.
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