First And Second Line IT Helpdesk Engineer
Role Overview
Act as the first point of contact for client technical support and resolve issues through first-line and second-line support.
Investigate faults across desktops, servers, Microsoft 365, networks, and related services.
Work in a hands-on role with progression opportunities into third-line and project work.
Key Skills for This Role
Full Job Posting
About DSM Group
DSM Group provides managed IT and cyber security services, including end-user support, hosted infrastructure, security services, compliance, and data-centre operations.
The company supports clients across professional services, administration, and financial businesses.
The Role
Act as the first point of contact for client technical support and resolve issues through first-line and second-line support.
Investigate faults across desktops, servers, Microsoft 365, networks, and related services.
Work in a hands-on role with progression opportunities into third-line and project work.
Client and Ticket Support
- Handle support requests by telephone, email, and service desk portal.
- Log, categorise, prioritise, and update incidents and service requests accurately.
- Resolve first-line issues involving Windows, Microsoft 365, printing, accounts, passwords, connectivity, and business applications.
Systems Administration
- Complete user setup, leaver processing, permission changes, mailbox configuration, and device builds.
- Resolve second-line issues involving Windows Server, Active Directory, Microsoft 365, Entra ID, networks, backups, and monitoring alerts.
- Escalate specialist issues with complete information and keep clients informed until resolution.
Service Management and Compliance
- Monitor queues and alerting tools, chase open tickets, meet service targets, and flag SLA risks.
- Follow identity verification, change control, security, compliance, and data-handling procedures.
- Maintain knowledge-base content and client documentation.
Team Support
- Support engineering projects, onsite visits, and asset management as required.
- Participate in the team rota across core support hours.
Essential Skills and Experience
- At least one year of helpdesk, service desk, or managed service provider experience is required.
- Working knowledge of Windows 10 and 11, Microsoft 365, and Entra ID or Active Directory administration is required.
- Good networking knowledge, including IP addressing, DNS, DHCP, VPN, and Wi-Fi troubleshooting, is required.
- Clear written English, strong telephone manner, logical troubleshooting, organisation, and queue prioritisation are required.
- A full UK driving licence or progress toward one is required for occasional client-site visits.
- Independent home working with a reliable internet connection is required.
Desirable Skills
- Windows Server, Hyper-V, VMware, firewall, switching, PSA, ticketing, and remote monitoring experience is desirable.
- Cyber security fundamentals, Cyber Essentials, VoIP, mobile-device support, or relevant certifications are desirable.
Working Arrangement
- Hybrid working combines home working with time spent with the team in Peterborough.
What the Company Offers
- The company offers development support, broad technology exposure, and a supportive engineering team.
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