Company Overview

An IT services and technology company is seeking a Helpdesk Engineer to provide onsite support within a customer environment.

This role offers the opportunity to work at the forefront of IT operations, supporting end users and ensuring a high level of service delivery. The successful candidate will play a key role in maintaining business continuity through technical support, Microsoft 365 administration, endpoint management, incident response, and day-to-day IT operations. This position is ideal for professionals who enjoy solving technical challenges, working directly with users, and developing their expertise across infrastructure and security support functions.

Key Responsibilities

• Provide onsite 1st and 2nd line IT support through face-to-face, email, telephone, remote access, and chat channels.
• Manage support tickets, ensuring accurate documentation, timely updates, and resolution of incidents and service requests.
• Support the administration of Microsoft 365, user accounts, endpoint devices, and related IT services.
• Prepare, deploy, replace, and support PCs, mobile devices, peripherals, and standard end-user equipment.
• Install, configure, test, and troubleshoot approved software and business applications.
• Perform initial troubleshooting and fault isolation for server and network incidents, escalating issues where required.
• Monitor security alerts, vulnerability status, and patch compliance, supporting operational security activities.
• Assist with incident response activities, including initial investigation, containment support, evidence collection, and escalation.
• Maintain operational documentation, procedures, configuration records, and support reports.
• Liaise with customers, vendors, and specialist technical teams to ensure effective issue resolution.
• Participate in operational meetings and contribute to continuous service improvement initiatives.
• Provide support outside normal business hours and occasional international travel when required.