Empresaria Group plc
Support Engineer
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IT Helpdesk Technician
Location: Brighton (Hybrid with occasional onsite visits)
Salary: Competitive
Hours: 37.5 hours per week
Reporting to: Helpdesk Team Leader
About the Opportunity
Our client is a highly successful and growing Managed Services and Cloud Solutions provider, delivering innovative IT, connectivity, cyber security and communications solutions to businesses across the UK.
Due to continued growth, they are seeking an enthusiastic and customer-focused IT Helpdesk Technician to join their Service Desk team in Brighton. This is an excellent opportunity for someone looking to develop their IT career within a supportive technical environment that offers training, progression and exposure to a broad range of technologies.
The Role
As an IT Helpdesk Technician, you will act as the first point of contact for customers requiring technical support. You will be responsible for troubleshooting IT issues, maintaining customer systems, and ensuring incidents are resolved efficiently while delivering exceptional customer service.
The role combines reactive support with proactive monitoring and maintenance, helping to ensure clients' IT environments remain secure, stable and operational.
Key Responsibilities
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- Provide 1st Line IT support via telephone, email and remote support tools.
- Log, manage and resolve incidents and service requests in line with agreed service levels.
- Diagnose and troubleshoot hardware, software, networking and Microsoft-related issues.
- Support and administer Windows desktop environments.
- Assist with Microsoft 365 administration and user support.
- Configure and troubleshoot wireless networking solutions.
- Monitor customer systems and proactively identify potential issues.
- Escalate complex incidents to senior technical teams when required.
- Maintain accurate records, documentation and ticket updates.
- Deliver a high standard of customer service and professional communication at all times.
- Assist with routine maintenance tasks and system checks.
Essential Skills & Experience
- Good understanding of general IT principles, technologies and terminology.
- Experience supporting Microsoft Windows desktop operating systems.
- Knowledge of Microsoft Windows domain/network environments.
- Good understanding of Microsoft Office and Microsoft 365.
- Basic networking knowledge and troubleshooting skills.
- Experience configuring and supporting wireless networks.
- Excellent communication and customer service skills.
- Strong telephone manner and ability to build rapport with users.
- High attention to detail and strong organisational skills.
- Logical and methodical approach to problem solving.
- Able to work effectively as part of a team and independently.
- Eagerness to learn and develop technical skills.
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Desirable Skills
- Exposure to Windows Server environments.
- Previous experience working within an IT Helpdesk or Service Desk environment.
- Experience with UniFi/Ubiquiti networking technologies.
- MSP (Managed Service Provider) experience.
Benefits
Following successful completion of probation:
- Employee Assistance Programme (EAP)
- Life Assurance (3x salary)
- Company Pension Scheme with 5% employer contribution
- Generous Holiday Entitlement
- Additional Birthday Leave
- Discount Platform
- Reduced-cost Home Broadband
- Ride to Work Scheme
- Department Incentives
- Paid Volunteer Day
- Ongoing training and career development opportunities
Apply
This is an excellent opportunity for an ambitious IT professional looking to join a fast-growing technology business where they can expand their technical knowledge, gain exposure to a variety of technologies and progress their career within a supportive team environment.
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