IT Service Desk Engineer
Location: Cheltenham – On-site
Salary: £27,500 – £32,000 per annum
Job Type: Permanent, Full-Time
About the Role Our client is a well-established organisation with a varied and business-critical IT environment supporting users across multiple sites and remote locations.
They are looking for an experienced IT Service Desk Engineer to join their IT Services team, providing professional and customer-focused 1st and 2nd line technical support.
This is a hands-on role covering everything from desktop and hardware support through to networking, Microsoft technologies, telephony, AV and wider infrastructure.
What You’ll Do:
Provide 1st and 2nd line technical support across multiple sites and to remote users
Troubleshoot hardware, software, network and connectivity issues
Support Windows client environments and Microsoft 365
Support Active Directory, Group Policy, DHCP and DNS
Maintain and troubleshoot wired and wireless networks, VPNs and mobile connectivity
Carry out basic network configuration, including VLANs and patching
Install, configure, repair and upgrade desktops, laptops, tablets, printers and peripherals
Support networked and local printing and copier hardware
Configure and support network-connected devices such as IP cameras and access control systems
Support mobile devices and smartphones
Provide technical support for telephony and Microsoft Teams
Set up and support projectors, displays, interactive boards and other AV equipment
Provide technical support for meetings, events, conferencing and live streaming
Monitor IT systems and equipment to proactively identify issues
Manage service desk tickets, ensuring incidents and requests are accurately logged and resolved within agreed SLAs
Maintain accurate asset records, technical documentation and knowledge base articles
Liaise with third-party suppliers where required
Contribute to IT projects and continuous service improvement
Assist with IT procurement activities
Provide occasional out-of-hours support, with time off in lieu provided What We’re Looking For:
At least three years’ recent experience in an IT Service Desk or IT Support role
Strong troubleshooting skills across hardware, software and networks
Experience supporting Windows operating systems
Good understanding of DHCP, DNS, Active Directory and Group Policy
Experience supporting enterprise wireless environments
Strong knowledge of computer hardware, components and compatibility
Experience installing and troubleshooting software within a networked environment
Experience supporting printers, copiers and other network-connected devices
Understanding of fundamental networking principles
Experience with mobile device and smartphone configuration
Experience with data cabling, patching and CAT5/6 wiring
Basic experience with managed switches and VLAN configuration
Good understanding of security technologies including antivirus, anti-spam and workstation firewalls
Strong Microsoft Office skills, including Word, Excel, Outlook and PowerPoint
Excellent communication and customer service skills
Full UK driving licence and willingness to travel between sites Desirable Experience Experience or knowledge of the following would be advantageous:
ITIL or CompTIA A+ certification
Microsoft certifications
SharePoint
PowerShell or scripting
VPN and remote access technologies
SCCM / endpoint deployment
VOIP and mobile telephony
Apple devices
802.1x, RADIUS or network authentication
HP switch configuration
Virtual or thin-client environments
Interactive whiteboards and multi-monitor setups
Cyber Essentials
IT accessibility solutions The Ideal Candidate You’ll be a methodical and customer-focused IT professional who enjoys troubleshooting problems and taking ownership through to resolution.
You’ll need to be comfortable working independently while also contributing to a wider IT team, with strong organisational skills and the ability to manage competing priorities.
A proactive approach to learning and developing your technical knowledge is important, as is maintaining high standards of professionalism, confidentiality and customer service.
Why Join?
£27,500 – £32,000 salary
Permanent, full-time position
Based in Cheltenham
Varied 1st and 2nd line technical responsibilities
Exposure to networking, Microsoft technologies, hardware, AV and infrastructure
Opportunity to develop your technical skills across a broad IT environment
Supportive and collaborative IT team
Opportunity to contribute to projects and continuous service improvement Apply now if you’re an experienced IT Service Desk Engineer looking for a varied, hands-on role with the opportunity to work across a broad range of technologies
