Senior HelpDesk Engineer

Technical Helpdesk Coordinator

We have an exciting opportunity to join our growing team in a challenging but rewarding position with significant opportunity for personal development.

Our client is a well-established, and growing business in Pontefract, West Yorkshire with humility, hardworking and a team first attitude at the centre of its core values.

They’re seeking a dedicated Senior HelpDesk Engineer to join a dynamic Managed IT Services team, and the ideal candidate will have strong organisational skills, excellent communication abilities, and a solid foundation in first-line technical support to serve as a backstop to the dedicated System and Network engineers.

Duties and Responsibilities:

Coordination Duties and Responsibilities:

• Coordinate System and Network Engineers’ diaries for customer meetings and site visits.
• Coordinate System and Network Engineers’ diaries for project-related activities.
• Act as pre-sales mediator (in tandem with the Head of IT Services for larger opportunities) when sales enquiries enter the business through the support channel, gathering accurate information from the requestor and ensuring the requests are being passed to the sales department within a agreed timescales.
• Liaise with the sales department to ensure purchase orders for new equipment are appropriate (i.e., meeting the customer’s requirements) and compatible.

Technical Duties and Responsibilities:

• Manage, investigate, and resolve first-line customer support requests remotely (via phone or email), such as, but not limited to, the creation of new Microsoft 365 and Active Directory Users when department resource is low, or there’s a clear benefit to the department’s operation by assisting.
• Accurately create, update and manage customer knowledgebase articles.
• Configure and install software and hardware, as required.
• Follow customer-specific 'build’ documents and setup new computers and laptops prior to the engineers delivering to customers.

Essential:

• Be proficient in the use of Microsoft desktop operating systems (Windows 8, 8.1, 10 and 11).
• Comfortable navigating all Windows Server operating systems (Windows Server 2012 upwards).
• Be proficient in the use of Microsoft Office (Outlook, Word and Excel).
• Be proficient in the use of Microsoft Teams.
• Have previous experience of configuring Microsoft 365 Exchange Online users and mailboxes.
• Have previous experience of configuring users in a Windows domain environment.

Benefits

• 21 Days holiday (rising to 28 days) plus all the usual bank holidays
• Paid lunch breaks
• Eye Test Reimbursement
• Free fruit, tea, coffee, alcoholic and non-alcoholic beer
• Contributory pension scheme
• Private healthcare*
• Exclusive discounts with a Perkbox membership*

* After the successful completion of 12 months’ service.

ALL APPLICANTS MUST BE FREE TO WORK IN THE UK FREE FROM THE RESTRICTIONS OF VISA AND WORK PERMITS.
Exposed Solutions is acting as an employment agency to this client.
Please note that no terminology in this advert is intended to discriminate on any grounds, and we confirm that we will accept applications from any person for this role.