- Company Name
- Syntax Consultancy
- Job Title
- IT Service Desk Engineer
- Job Description
-
**Job Title**
IT Service Desk Engineer
**Role Summary**
Provide first and second line technical support to clients across the Midlands, handling remote and onsite incidents, asset management, and user provisioning. Log all actions in the helpdesk system, monitor system health, and ensure high service availability.
**Expectations**
- Deliver timely, accurate support for a variety of IT issues.
- Maintain comprehensive documentation of incidents, resolutions, and system changes.
- Collaborate with senior teams to resolve complex problems.
- Continuously improve support processes and customer experience.
**Key Responsibilities**
1. Respond to and resolve IT service requests via remote tools or on‑site visits.
2. Log incidents, errors, and fault‑tracking in the ticketing system.
3. Monitor Windows Server, Active Directory, DHCP, DNS, Group Policies, Office 365, RRAS, and network components.
4. Manage IT asset inventory, service provisioning, and user account creation/termination.
5. Escalate unresolved issues to appropriate teams and follow up until closure.
6. Ensure compliance with security and IT governance standards.
**Required Skills**
- 1–2 years of 1st/2nd line support experience.
- Proficiency with Windows Server, Active Directory, DHCP, DNS, Group Policies, Office 365, RRAS.
- Basic networking knowledge (IP addressing, routing, VLANs).
- Incident and problem‑management skills.
- Strong customer‑service orientation, communication, and prioritisation abilities.
- Detail‑oriented, logical thinker, proactive in troubleshooting.
- Valid UK driving licence.
**Required Education & Certifications**
- Minimum of A‑levels or equivalent.
- IT certifications preferred: CompTIA A+, Network+, or Microsoft MCSA/MCSA/MDCA.
- Willingness to pursue additional accreditations (e.g., CCNA, Azure Fundamentals).
England derby, United kingdom
On site
09-10-2025