Helpdesk Engineer

Overview

A well-established IT and telecommunications services company is currently recruiting a Helpdesk Engineer to work in their London office. You will be responsible for carrying out a variety of technical and coordination tasks to meet or exceed customer requirements. The ideal candidate will have strong technical troubleshooting abilities, proficiency in PC software and hardware, effective communication skills, and a customer-oriented approach.

Job Details

• TYPE: full-time, permanent
• WORKING HOURS: 08:00 - 16:00 or 09:00 - 17:00, Monday to Friday
• SALARY: up to £32k
• START: Nov 2025
• LOCATION: London
• WORK TYPE: office-based
• VISA SUPPORT: No
• BENEFITS: Travel allowance (up to Zone 6)

Responsibilities

• 1st and 2nd level troubleshooting with customers and assist them as their escalation point of contact through email, telephone, remote-access and chat tools
• Queuing management with IT support ticket system
• Temporary or long-term customer support at their office, if required
• Attending meetings with the customer and developing a good relationship
• Hands-on PC & mobile phone support and initial kitting
• Create detailed reports to the customer and KDDI manager/director when required
• General administration and implementation on Windows server environment
• Understanding and detailed planning and designing for enterprise IT environment
• IT element configuration including day-to-day service delivery
• Proof of concept testing and acceptance testing
• Vendor negotiation and control
• Development and implementation for new features and services
• Establish and cease PC/Server security systems
• Project and service delivery schedule management
• Maintain secure operations and keep the environment tidy
• Documented approach for implementation and modification
• Periodical status report to line manager
• Cover early shifts as a part of team rota
• Travel over the world for business purposes as and when required

Ideal Candidate

• Wide knowledge and proficiency in PC software like Microsoft Windows 11/servers, MS Office and Antivirus software
• General knowledge and experience in PC hardware, server, mobile phone and SaaS service such as MS365
• Proven customer service experience
• Strong time management/multi tasking and organisational skills
• Strong work ethic, reliable time keeping and attendance
• Accurate, organised and eye for detail
• Cheerful, outgoing and positive disposition
• Experience in design, installation and administration of any cloud service
• General knowledge and experience in NW switch/router/fw products
• Certification related to PC, server, network and ITIL
• Basic knowledge about Microsoft Active Directory
• Experience in design, installation and administration of Active Directory
• Basic knowledge about public clouds like AWS and Azure

Notes

All applicants for the Helpdesk Engineer must have the right to work in the country as the Company is not able to offer visa support.