IT Support Engineer

L1 Helpdesk

North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. And we focus our expertise on working in three specialist sectors: public services, enterprise & data centres, and defence & justice.

Our people are industrious and inventive. We collaborate closely with our clients to understand their unique needs and challenges and take pride in delivering impactful solutions that make their environments better connected, simpler to manage, safer to be in, and more efficient to run.

The work we do at North is pioneering and fun. We build meaningfully, we think bigger, and we always advance. Our diverse range of customers and services make every day different. We always look at things from the customer's point of view. Our values are know your craft, know your colleagues, know your customers and know how to connect. At North, we know and value the power of connecting people, skills and technologies in new and exciting ways.

Responsibilities

As L1 Helpdesk you will be responsible for:

• First line support, including troubleshooting and remote diagnostics for:
• End user Windows 11, Android, iOS devices
• Microsoft365 and Entra
• Windows Server 2022
• Infrastructure including wireless, switches, firewalls
• Business systems: SAP ByDesign (ERP) and AutoTask
• Conference systems such as Teams Room
• Device and application management using Microsoft Intune
• Manage the deployment of new user devices (laptops + mobiles)
• Hardware repair and upgrade for Dell Pro laptops
• Monitor all help desk tickets to resolve or escalate, meeting SLA's
• Understand cyber security controls to escalate suspicious activity
• Utilise AI tools such as Copilot to automate and improve support
• Communicate with staff during an issue or incidents

Qualifications

For development purposes the following knowledge, skills and experience are required.

Key Skills:

• Excellent verbal and written communication
• Possesses a strong customer service ethic
• Desire to learn new technologies and master them
• An ability to work on own initiative & priorities tasks
• An ability to meet deadlines (particularly service levels)
• Ability to perform well under pressure (incidents)
• An inquisitive mind (pro-actively identifying issues or incidents using remote management tools)

EXPERIENCE

• Prior experience providing first-line support within a service provider setting is preferred.
• Proficient computer literacy, including expertise with the Office 365 product suite and remote access/support tools.
• Familiarity with M365 administration portal and Azure environments.
• Solid understanding of various operating systems, such as Windows 11, Microsoft Server 2022, Android, iOS, and Ubuntu Linux.
• Fundamental knowledge of networking technologies, ideally working with Cisco and Aruba hardware.
• Professional certifications such as Microsoft, CompTIA, or Cisco credentials are advantageous.
• Knowledge of cyber security concepts, including Sentiel SIEM, is considered beneficial
• Experience with SAP ByDesign and Datto AutoTask platforms is advantageous.

North rewards employees with a competitive market salary and an excellent benefits package and offers fantastic opportunities for progression throughout the company. Further details of package on offer will be discussed at application stage. North is an equals opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.