Service Desk Engineer

Sumer Group Holdings Limited; Newcastle upon Tyne; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading technology firm is seeking an experienced IT Service Desk Engineer to join their team. The role involves providing technical support across client sites, primarily working remotely but requiring local visits. The successful candidate will troubleshoot IT issues, manage user accounts in Microsoft 365 and Active Directory, and collaborate with the team in Newcastle-upon-Tyne. Strong experience in a service desk role, troubleshooting skills, and a valid Driving Licence are essential.

Qualifications

• Proven experience in an IT support or service desk role.
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory.
• Good understanding of networking basics (DNS, DHCP, VPN, TCP/IP).
• A full and valid Driving Licence will be required.

Responsibilities

• Deliver first and second line support for IT issues.
• Manage user accounts and access rights in Microsoft 365 and Active Directory.
• Collaborate with office-based team in Newcastle-upon-Tyne.

Skills

IT support experience

Windows OS knowledge

Microsoft 365 expertise

Active Directory knowledge

Networking basics understanding

Excellent troubleshooting skills

Strong communication skills

Tools

ServiceNow

Freshservice

Job description

Service Desk Engineer

Department: Technology

Employment Type: Permanent

Location: Client Site

Description

RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely, and efficiently. We’re looking for an experienced IT Service Desk Engineer to join our team and be the first point of contact for technical support across our nationwide client base. This role will be based remotely however, the successful candidate will need to be based in the surrounding areas of Twyford enabling regular visits to our client sites in the area.

Key Responsibilities

• Regular on-site visits to clients as required delivering first and second line support for IT issues. This may include a presence at the client sites in the event of unforeseen IT incidents co-ordinating resolution with the Managed Service team in Newcastle-upon-Tyne
• Act as the first line of support for IT issues via phone, email, and ticketing systems
• Troubleshoot hardware, software, and network problems, escalating when required
• Manage user accounts and access rights in Microsoft 365 and Active Directory
• Configure and support desktops, laptops, and mobile devices.
• Keep tickets updated and resolved in line with SLAs
• Assist with IT projects, rollouts, and system improvements
• Collaborate with our office based team in Newcastle-upon-Tyne

Skills, Knowledge & Expertise

• Proven experience in an IT support or service desk role
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory
• Good understanding of networking basics (DNS, DHCP, VPN, TCP/IP)
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.)
• Excellent troubleshooting and problem-solving skills
• Customer-focused with strong communication skills
• Demonstrated ability to work independently in a remote environment maintaining productivity, accountability and communication with the broader team
• A full and valid Driving Licence will be required to attend client site visits

Belong @ Sumer

At Sumer, we know everyone’s journey is different. That’s why we’re committed to fairness, removing barriers and giving people the support they need to do their best work. If you need any support during the hiring process, just let us know.

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• We Shine Together
• We Do the Right Thing
• We Make It Count

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