Job Description:

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.