IT Service Desk Engineer

IT Service Desk Engineer

Department: Technology

Employment Type: Permanent

Location: Newcastle Upon Tyne

Reporting To: Paul Kirkup

Description

RMT Technology delivers innovative IT solutions that keep businesses running smoothly, securely, and efficiently. We're looking for an enthusiastic 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

• 1-3 years' experience in 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.