Helpdesk Engineer - Kinver

Benefits

Start salary from £25,000 per year
Ongoing training and development opportunities
Exposure to wide range of technologies and environments
Career progression opportunities within the business
Performance rewards/bonuses
Company pension scheme
Holiday entitlement in line with company policy – awarded more holiday after serving time at Serveline.

Role Overview

Serveline IT Ltd are looking for an experienced and customer-focused Helpdesk Engineer to join our growing Helpdesk team. This role is ideal for someone with previous IT support experience who is looking to further develop their technical knowledge within a fast-paced Managed Service Provider (MSP) environment.

The successful candidate will provide first and second-line support to a wide range of customers across multiple sectors including business, education, and charities. You will be responsible for troubleshooting technical issues, supporting end users remotely, maintaining high service standards, and assisting with infrastructure and cloud-based technologies

Key Responsibilities

Provide first and second-line technical support via phone, email, and remote support tools
Manage and progress support tickets within agreed service levels and priorities
Troubleshoot and resolve issues relating to Microsoft Windows, Microsoft 365, networking, printers, email systems, and cloud services
Escalate complex or high-priority issues to senior engineers where required
Configure and deploy laptops, desktops, and mobile devices
Support Microsoft 365 administration including Exchange, Teams, SharePoint, and Entra ID
Assist with onboarding new customers and user setups
Maintain accurate documentation and ticket updates
Support cyber security best practices and follow company procedures
Participating in customer projects, installations, and system upgrades where required
Deliver excellent customer service and maintain professional communication at all times

Skills & Knowledge

Previous experience working within an IT support or helpdesk environment
Good understanding of Microsoft Windows operating systems
Experience supporting Microsoft 365 environments
Basic understanding of networking principles including TCP/IP, DHCP, DNS, and WiFi
Experience using remote support and ticketing systems
Strong troubleshooting and problem-solving skills
Ability to prioritise workload and manage multiple tickets effectively
Good written and verbal communication skills
Understanding of cyber security best practices

Desirable Skills

Experience working within an MSP environment
Knowledge of Microsoft Intune and Entra ID
Experience with VoIP systems
Knowledge of Halo PSA ticketing systems
Knowledge of Hudu Documentation
Understanding of backup and disaster recovery solutions
Exposure to networking hardware such as switches, firewalls, and access points
Knowledge of remote monitoring and management platforms

Personal Qualities

Friendly and approachable
Reliable and punctual
Positive attitude towards learning
Professional manner when speaking with customers
Patient and calm under pressure
Motivated and eager to develop technical skills
Honest and trustworthy

Entry Requirements

GCSE Grade 4/C or above in English and Maths preferred
GCSE Grade 4/C or above in ICT
Full UK driving license beneficial but not essential
Minimum 1 year experience in IT helpdesk or technician (not essential)
Basic IT knowledge and confidence using computers
A genuine interest in pursuing a career within IT support
Previous customer service experience

Recommended Certifications

Whilst not essential, the following certifications would be advantageous:

Microsoft:

Microsoft 365 Certified: Fundamentals (MS-900)
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft 365 Endpoint Administrator Associate (MD-102)

CompTIA:

CompTIA A+
CompTIA Network+
CompTIA Security+

Vendor Certifications (Desirable)

SonicWall
Ubiquiti
3CX
HPE/Aruba

Working Hours

Normal working hours will be Monday to Friday, operating hours for helpdesk are 8am until 5:30pm. We work on a Rota basis that is arranged monthly, with shifts hours operating as: 8am – 4:30pm, 8:30am – 5:00pm and 9am – 5:30pm.

We do offer flexible working arrangements based on successful completion of the probationary and initial training period.

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Helpdesk Engineer