IT Service Desk Engineer

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

Job summary

A technology solutions provider in the United Kingdom is seeking an IT Service Desk Engineer. The successful candidate will serve as the first point of contact for technical support, manage user accounts, and resolve hardware and software issues efficiently. Candidates must have strong IT support experience and knowledge of Windows OS, Microsoft 365, and Active Directory. This is a permanent position based in Newcastle upon Tyne with a commitment to inclusivity and support for all employees.

Qualifications

• Experience in IT support or service desk roles.
• Knowledge of Windows OS, Microsoft 365, and Active Directory.
• Understanding of DNS, DHCP, VPN, and TCP/IP.

Responsibilities

• Provide first line support for IT issues via various channels.
• Troubleshoot IT problems and escalate when necessary.
• Manage user accounts and access rights.

Skills

IT support experience

Windows OS knowledge

Microsoft 365 knowledge

Active Directory knowledge

Networking basics

ITSM tools familiarity

Troubleshooting skills

Customer-focused communication

Job description

IT Service Desk Engineer

Department: Technology

Employment Type: Permanent

Location: Newcastle Upon Tyne

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 the business.

Key Responsibilities

• 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.

Skills, Knowledge and 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.

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.

Our values represent what matters most to us and guide how we work every day:

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

We know diverse teams make us stronger. That’s why we’re creating an inclusive workplace where everyone belongs and differences are valued and celebrated.