Helpdesk Engineer

Outline of the role:

Provide onsite 1st and 2nd line IT support to customers, primarily covering end-user support, M365, endpoint, account and device administration, basic server/network incident triage, security alert and vulnerability/patch status checks, and initial incident response. All tasks must be delivered in a professional and timely manner to ensure a very high level of customer experience. Complex server, network and security design/build activities, SOC operations, and large-scale IT project management are outside the scope of this role and should be escalated to other specialist teams or the relevant vendors as appropriate.

Job Description

• Provide onsite 1st and 2nd line support to customers via face-to-face support, email, telephone, remote access and chat tools.
• Use he IT support ticketing system to record, manage, update and close support cases in a timely and accurate manner.
• Support daily administration of Microsoft 365, user accounts, endpoint devices and related IT services within the agreed operational scope with the customer.
• Perform routine Windows Server administration and initial fault isolation during incidents; escalate complex server issues to other specialist teams or relevant vendors.
• Perform initial triage for network and server incidents, including basic checks, information gathering and escalation to specialist teams or vendors when required.
• Support security operations at an operational level, including checking security alerts, vulnerability status and patch status, and assisting with tools
• Provide first response during security or IT incidents, including initial investigation, containment support, evidence collection and escalation according to the agreed process
• Support day-to-day IT element configuration and service delivery activities within the customer environment.
• Prepare, deploy, replace and support PCs, mobile phones, peripheral devices and standard end-user IT equipment.
• Install, configure and test approved software on PCs and mobile devices in accordance with customer and the company’s procedures.
• Support basic testing and deployment of end-user devices, software and IT services; this does not include enterprise IT design or proof-of-concept ownership.
• Communicate with support vendors and internal specialist teams until case closure where escalation or vendor support is required.
• Attend operational meetings with the customer when required and maintain a professional working relationship with the customer.
• Maintain secure operations and keep the working environment tidy and compliant with customer and the company’s requirements.
• Maintain clear documentation for operational procedures, configuration changes, implementation records and support activities.
• Create reports for the customer and internal manager/director when required.
• Provide temporary or long-term customer support at their office, if required.
• Participate in early shift coverage and support outside of normal hours when required.
• Perform ad hoc tasks assigned by the line manager, provided they are consistent with the agreed operational support scope.
• Occasional international travel may be required.

Requirements:

• Proven customer service experience in an onsite IT support or helpdesk environment
• Experience providing 1st and 2nd line support for end users, including PCs, mobile phones, peripherals and standard business applications.
• Familiarity with Microsoft 365 administration, user/account management and endpoint/device administration.
• Familiarity with Microsoft Active Directory or Entra ID user administration, Microsoft Windows 11, Microsoft Office, antivirus/endpoint security tools and standard corporate software.
• Basic knowledge of Windows Server administration and incident triage; advanced design, build or architecture experience is not required.
• Basic knowledge of network products such as routers, switches and firewalls is advantageous for initial fault isolation and escalation.
• Awareness of security alert handling, vulnerability/patch status checking and operational tools such as Prisma and Microsoft Defender is advantageous.
• ITIL Foundation, Microsoft or endpoint support certifications are preferred but not mandatory.
• Business level written and verbal communication skills in English; Japanese is preferable
• Business level documentation skills, including meeting minutes, work procedures and customer/internal reports.
• Strong work ethic, punctuality, time management and reliability.
• Customer-focused mindset and ability to escalate appropriately to internal specialist teams or relevant vendors

Conditions:

• 1 year contract to start with
• Salary - £39,000 per annum
• Working hour – 35 hours per week, Monday to Friday
• Location – London
• Competitive benefits – Travel expense (within London), pension, annual leave

*** Access Appointments Consultancy Ltd is a recruitment agency based in London. Please note that we’re afraid that due to the high volume of applications we receive, we may not be able to provide feedbacks on individual CVs. Also we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation such as passport/visas when required. Thank you for your time and cooperation***