1st Line IT Support Engineer

Helios Global Group is expanding its IT team. This is an exciting opportunity to kickstart or continue your IT career in a growing and successful company. The role offers genuine variety supporting our IT functions across our UK healthcare communications business. You will play a crucial role in supporting daily IT operations, ensuring seamless employee experiences and supporting our ethos of ‘aim for excellence’ and ‘be a great place to work’.

About the Role

• Provide first-class 1st line IT support to all end users across all areas of technology (e.g. laptops, network, software, hardware), diagnosing issues and providing resolutions in line with company standards and processes
• Log, prioritise and update IT Support requests through internal company ticketing system
• Prepare and commission new laptops for new starters and existing employees, working closely with Group HR and Operations functions to align with timings for onboarding
• Manage the return and decommissioning of laptops from leavers, including secure data wiping, and preparing the equipment for re-use or disposal
• Update Company IT Asset lists to maintain accurate inventory of equipment
• Assist with the implementation of software updates, and associated hardware and network compatibility testing
• Manage and support Microsoft 365 services, including Intune, Endpoint Manager, Autopilot, SharePoint, OneDrive, Exchange, Teams, and Azure AD.
• Assist with core IT security functions, including user access controls, incident awareness, and providing basic IT security training and guidance to staff
• Follow IT security best practices in all day-to-day support activities, including helping to deliver IT security awareness training to staff and assisting with routine security reviews and updates
• Assist our internal IT team in identifying new solutions (Microsoft and other) to enhance the operational effectiveness of the business

• Keep abreast of emerging innovations in IT, cloud technologies, and system security to continually enhance skills, knowledge, and competencies in line with business needs.
• Ongoing development in desktop, endpoint, and cloud-based technologies, including hands-on exposure to modern support tools and platforms
• Training in access management, password policies, and the effective use of endpoint security.
• Progressive exposure to system administration tasks, including user management, system configuration, and routine maintenance
• Training in security incident identification, escalation, and response procedures in accordance with organisational policies.
• Ongoing development of IT security awareness and secure working practices to support a strong security-first culture across the organisation.

• Excellent knowledge of Microsoft 365 administration, covering SharePoint, OneDrive, Exchange, Azure AD, Intune/MDM
• Excellent Knowledge of Windows operating systems, specifically Windows 11 and Microsoft 365 apps
• Excellent interpersonal, oral and written communication skills
• Ambition and drive to constantly upskill and advance industry knowledge through research and training
• Knowledge and experience using AI tools and a keen interest to explore AI and automation to help improve efficiency
• Logical, analytic approach to problem solving
• Ability to work effectively with colleagues across the business
• Good level of commercial awareness

Person Specification

• Degree or equivalent qualifications in Computing or Information Systems (desirable)
• CompTIA A+ or Microsoft Associate Level Certification (desirable)
• Experience working in technical helpdesk, customer service or IT role (desirable)
• Demonstrable interest in AI tools

You will need to be office based up to 5 days per week (essential)

Location

Location: Alderley Edge, Cheshire (Group headquarters) – primary working location, with occasional presence at our Manchester city centre office. This is an office-based role.

Benefits include:

• Competitive salary
• Annual leave allowance of 27 days increasing to 32 days after 5 years’ continual service. This is in addition to UK bank holidays
• Holiday Plus scheme whereby you can purchase additional annual leave entitlement by up to 5 days
• 4 x Death In Service cover
• Electric Vehicle Lease and Cycle to Work schemes, via salary sacrifice

About Helios Global Group

Founded in 2015, Helios has grown from a single agency (Helios Medical Communications) into a large group (Helios Global Group), comprising four separate agencies; Helios, Selene, Apollo and Cogentia.

We now have offices in five locations (Alderley Edge UK, central Manchester UK, Oxford UK, Cambridge UK and Connecticut USA). Previously we ranked as the 17th fastest-growing UK company in the Virgin Atlantic Sunday Times Fast Track 100, have been winners of the Alantra Pharma Fast 50 (the fastest-growing privately owned company in the Analytics, Insights and Communications category), and we are in the Top 10 of female-founded UK businesses.