Help Desk Engineer

Helpdesk Engineer | REMOTE WITH OCCASIONAL TRAVEL ACROSS SOUTH WALES The Opportunity An exciting opportunity for a customer-focused Helpdesk Engineer to join a growing IT services team supporting a diverse customer base across South Wales. This role is ideal for someone with a solid foundation in IT support who enjoys solving technical issues, building strong customer relationships, and delivering a high level of service. Working remotely with occasional travel to customer sites, you will play a key role in providing both first-line and second-line support across a range of technologies. You'll have the opportunity to broaden your technical expertise, gain exposure to varied IT environments, and develop your career within a collaborative and supportive team. Candidates who are proactive, eager to learn, and passionate about customer service will thrive in this position. Key Responsibilities

• Act as the first point of contact for IT support requests.
• Manage and prioritise support tickets and emails within agreed SLAs.
• Diagnose, troubleshoot and resolve technical issues, escalating where required.
• Maintain accurate ticket updates and documentation.
• Work closely with internal teams and third-party suppliers to resolve incidents.
• Provide both remote and onsite support to customers. Requirements
• Minimum 2 years' experience in an IT Support, Helpdesk or Service Desk role.
• Experience supporting Windows 11 and macOS environments.
• Good knowledge of Microsoft technologies, including Active Directory and Microsoft 365.
• Experience configuring and supporting desktops, laptops and printers.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPNs.
• Strong troubleshooting, communication and customer service skills.
• Full UK driving licence and willingness to travel to customer sites across South Wales.
• Willingness to undergo a DBS check if required. To be considered, please respond with your latest CV.