Helpdesk Engineer

Outline of the role:Provide onsite 1st and 2nd line IT support to customers, primarily covering end-user support, M365, endpoint, account and device administration, basic server/network incident triage, security alert and vulnerability/patch status checks, and initial incident response. All tasks must be delivered in a professional and timely manner to ensure a very high level of customer experience. Complex server, network and security design/build activities, SOC operations, and large-scale IT project management are outside the scope of this role and should be escalated to other specialist teams or the relevant vendors as appropriate.Job DescriptionProvide onsite 1st and 2nd line support to customers via face-to-face support, email, telephone, remote access and chat tools.Use he IT support ticketing system to record, manage, update and close support cases in a timely and accurate manner.Support daily administration of Microsoft 365, user accounts, endpoint devices and related IT services within the agreed operational scope with the customer.Perform routine Windows Server administration and initial fault isolation during incidents; escalate complex server issues to other specialist teams or relevant vendors.Perform initial triage for network and server incidents, including basic checks, information gathering and escalation to specialist teams or vendors when required.Support security operations at an operational level, including checking security alerts, vulnerability ..... full job details .....