- Company Name
- RMT Accountants & Business Advisors Ltd
- Job Title
- IT Service Desk Engineer
- Job Description
-
Job Title: IT Service Desk Engineer
Role Summary:
Provide first‑line technical support via phone, email, and ticketing systems. Troubleshoot hardware, software, and network issues; manage user accounts and access rights in Microsoft 365 and Active Directory; configure and support desktops, laptops, and mobile devices; keep tickets updated and resolved in line with SLA targets; support IT projects, rollouts, and system improvements.
Expectations:
- Deliver timely, high‑quality support that meets SLA commitments.
- Maintain accurate, up‑to‑date ticket documentation.
- Communicate clearly with end users and internal teams.
- Uphold security and compliance standards.
- Contribute to continuous process improvement.
Key Responsibilities:
1. Serve as the first point of contact for IT incidents via phone, email, and ticketing.
2. Diagnose and resolve hardware, software, and network problems.
3. Escalate complex issues to higher‑level support when necessary.
4. Create, modify, and disable user accounts and permissions in Microsoft 365 and Active Directory.
5. Configure, deploy, and support desktops, laptops, and mobile devices.
6. Keep incident tickets current, ensuring resolution within SLA timeframes.
7. Assist with IT projects, system rollouts, and improvement initiatives.
8. Maintain and update support documentation and knowledge base.
Required Skills:
- Proven experience in IT support or service desk roles.
- Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
- Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP).
- Familiarity with ITSM tools (e.g., ServiceNow, Freshservice).
- Excellent troubleshooting, analytical, and problem‑solving abilities.
- Customer‑focused attitude with effective verbal and written communication skills.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation (preferred).
Newcastle, United kingdom
On site
09-02-2026