Junior IT Helpdesk Engineer

About the role

We are seeking a motivated Junior Helpdesk Engineer to provide first‑line technical support for a diverse client environment. The role requires a team‑player who can also work independently, with working hours from 8:30 am to 5:30 pm UK time and a one‑hour lunch break. You will be expected to quickly absorb new information and adapt to varied technologies.

Key responsibilities

• Provide first‑line support via phone, email and remote tools, diagnosing Windows desktop, Office and application issues.
• Assist Microsoft 365 users with Outlook, Teams, OneDrive and password problems.
• Create, modify and disable Active Directory accounts while following security best practices.
• Support Exchange and Microsoft 365 administration tasks, including mailbox configuration.
• Install, configure and maintain Windows PCs, laptops and peripherals.
• Investigate antivirus alerts and malware incidents using endpoint protection.
• Perform basic network troubleshooting (Wi‑Fi, DNS, IP configuration, printer connectivity).
• Support Apple macOS, iPhone and iPad devices, including email setup.
• Escalate complex issues to second‑line engineers and document resolutions.
• Maintain accurate ticket records and communicate progress to end users.

Required profile

• Customer‑focused attitude with strong communication skills.
• Ability to work independently in a fully remote environment.
• Quick learner with a genuine interest in Microsoft technologies, cybersecurity and cloud services.
• Motivated to develop technical expertise and grow within an IT support team.

Required skills

• Microsoft Windows 10/11 administration and troubleshooting.
• Microsoft 365 (Office, Outlook, Teams, OneDrive) support.
• Active Directory user management (password resets, account creation, permissions).
• Basic Microsoft Exchange and Microsoft 365 administration.
• Windows Server fundamentals.
• Azure Active Directory / Microsoft Entra ID basics.
• Desktop application support (Microsoft Office, Adobe Acrobat).
• Malware, antivirus and endpoint security troubleshooting.
• Remote support using remote‑access software.
• TCP/IP networking, LAN/WAN, Wi‑Fi troubleshooting and printer support.
• Apple macOS and iPhone/iPad support.
• Hardware diagnostics, upgrades and peripheral installation.
• Ticket management and documentation.