IT Service Desk Engineer at West Coast Personnel

Job Description: 

• Our UK client is seeking an experienced Service Desk Engineer to join its ever-growing technical team.  The  successful candidate will be responsible for providing first-line support to our Managed Service customers. This  includes troubleshooting and resolving IT issues, managing customer tickets, and passing tickets to our On Site  Engineering queue where required. Additionally, escalating complex issues to our 3rd line engineers.  The ideal  candidate will possess a minimum of 2 years of verifiable experience as a full-time IT Service Desk Engineer and will  have the aim to work long-term with the company in developing their role in this exciting and mature company.   The  majority of our client base are Primary and Secondary Schools, therefore existing Schools experience would be  preferable.  We do also work with SMEs, healthcare and small corporations, so vertical awareness and attention to  detail is of high importance.

IT Support Engineer (1st & 2nd Line)

• We’re looking for a proactive IT Support Engineer to join our growing team, supporting a mix of education and business clients. This is a varied, hands-on role offering exposure to modern cloud technologies, networking, and end-user environments.

Key Responsibilities

• Manage and resolve IT support tickets efficiently, ensuring timely and effective solutions
• Provide 1st & 2nd line support across hardware, software, networking, and security issues
• Configure, manage, and troubleshoot Microsoft Azure environments
• Administer and support Google Workspace, including user management and issue resolution
• Diagnose and resolve Windows OS-related issues across client systems
• Maintain clear and professional client communication, providing updates and guidance
• Create and maintain technical documentation of systems, environments, and resolutions
• Deliver remote support with occasional on-site visits to support field engineers

Technical Skills Required

• Strong knowledge of Windows & Mac environments, including Windows Server, Active Directory, GPO, DHCP & DNS
• Experience with cloud platforms: Microsoft 365, Azure, Intune & Google Workspace
• Solid understanding of networking: switching, VLANs, firewalls, WAN, and remote fault diagnosis
• Experience with virtualisation (Hyper-V) and server hardware troubleshooting (incl. RAID)
• Knowledge of MDM solutions and mobile device support (iOS, Android, ChromeOS)
• Familiarity with WiFi infrastructure (e.g. Ruckus, Cambium, Omada)
• Experience supporting AV/EdTech systems (projectors, interactive screens, etc.)
• Strong understanding of user profiles, file sharing, and permissions
• Good working knowledge of end-user applications (Microsoft Office, browsers, etc.)

About You

• Minimum 2 years’ experience in an IT support role (MSP or education environment preferred)
• Strong problem-solving skills with a logical and methodical approach
• Excellent communication and customer service skills
• Able to work independently and collaboratively
• Adaptable and comfortable in a fast-paced environment
• Relevant certifications (CompTIA, Microsoft, ITIL) advantageous