IT Helpdesk Engineer

About the role

Waystone is seeking a dedicated IT Helpdesk Engineer to join our dynamic team in Leeds, West Yorkshire. This full-time position is ideal for individuals who are passionate about technology and customer service. As an IT Helpdesk Engineer, you will play a crucial role in providing technical support and ensuring the smooth operation of our IT systems. You will be the first point of contact for our users, helping to resolve their technical issues efficiently and effectively.

Key facts

What you'll do

• Serve as the primary point of contact for all IT-related inquiries and support requests from employees.
• Diagnose and troubleshoot hardware and software issues, providing timely resolutions to ensure minimal disruption to operations.
• Manage and prioritize incoming support tickets through our ticketing system, ensuring that all requests are logged and tracked accurately.
• Assist in the setup and configuration of new workstations, laptops, and other IT equipment for new hires and existing staff.
• Conduct regular maintenance and updates on IT systems, including software installations, patches, and upgrades.
• Collaborate with other IT team members to implement and maintain network infrastructure, ensuring optimal performance and security.
• Provide training and support to employees on various software applications, tools, and best practices for IT usage.
• Document technical processes and create user guides to enhance the knowledge base for both users and IT staff.
• Participate in IT projects and initiatives aimed at improving overall system efficiency and user experience.
• Monitor system performance and security, reporting any anomalies or potential issues to the IT management team.
• Assist in maintaining inventory of IT assets and supplies, ensuring that all equipment is accounted for and in good working condition.
• Engage in continuous learning and professional development to stay current with emerging technologies and industry trends.

Requirements

• Proven experience in an IT support role, ideally within a helpdesk or technical support environment.
• Strong understanding of computer systems, mobile devices, and other technology products.
• Familiarity with Windows and Mac operating systems, as well as common software applications such as Microsoft Office Suite.
• Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Ability to work independently and as part of a team, demonstrating a proactive approach to tasks and challenges.
• Experience with ticketing systems and remote support tools is highly desirable.
• Knowledge of networking concepts and basic cybersecurity principles is a plus.
• A relevant IT certification (e.g., CompTIA A+, ITIL) is advantageous but not mandatory.

Nice to have

• Experience in a corporate environment, particularly in financial services or a related sector.
• Familiarity with cloud services and applications, such as Microsoft Azure or AWS.
• Basic understanding of scripting or automation tools to streamline IT processes.
• Previous experience in user training and support, particularly in a diverse workplace.

Skills & tools

• Proficient in using helpdesk software and ticketing systems for issue tracking and management.
• Familiarity with remote desktop applications and troubleshooting tools.
• Knowledge of antivirus and security software to protect organizational assets.
• Strong organizational skills to manage multiple tasks and priorities effectively.
• Ability to adapt to new technologies and tools as they emerge in the IT landscape.

Practical notes

• This position is based in Leeds, West Yorkshire, and may require occasional on-site support at various company locations.
• Candidates should be prepared for a fast-paced environment where adaptability and quick thinking are essential.
• The role may involve some out-of-hours support during critical incidents or system upgrades.
• Additional training and development opportunities will be provided to enhance your skills and career growth within the company.

Join Waystone as an IT Helpdesk Engineer and contribute to a team that values innovation, collaboration, and excellence in service delivery. If you are ready to take on this exciting challenge, we encourage you to apply today!