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Helpdesk Support Engineer (O911465)


IT & Telecomms

Salary DOE plus benefits package

Full time / Permanent

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Job description


Our Douglas-based Client are an independent, dynamic group of businesses employing over 350 people and offering a range of services including wealth planning, investment sourcing and fiduciary services to both corporate and personal clients. They are now seeking an experienced Helpdesk Support Engineer to join an established team.

Role Profile

You will bepart of small support team, providing a high level of customer service and offering a varied range of IT Support to both technical and non-technical users.

Duties will include:

  • Provide 1st/2nd line Helpdesk support; answering support queries via phone and email
  • Handle incoming technical support incidents, requests and changes
  • Management of personal call queue, ensuring calls are closed in a timely fashion
  • Provide updates and ensure ongoing customer communication is maintained
  • Escalation of calls to 3rd Line Team as necessary
  • Work with other internal teams (Technical Delivery Team, Development, Projects, etc.)
  • Install and configure software and hardware
  • Keep up to date on the latest technologies and processes

Person Profile

  • Minimum of 3 years' experience in a 1st/2nd Line Helpdesk Support or similar role
  • Good knowledge and experience with on Premise Exchange and Office 365
  • Strong knowledge of Windows 10 operating systems
  • Experience working with servers (Server 2016 & 2019)
  • Good knowledge of Group Policy & Active Directory
  • Friendly, confident and professional telephone manner
  • Attention to detail with well-developed problem solving skills
  • Time management skills with the ability to prioritise effectively
  • Self-motivated with the ability to work as part of a team


  • Knowledge of Mitel 3300 Telephone System
  • Any MCP or other vendor qualifications

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