Level 1 Helpdesk Engineer

Job description

On-Site Level 1 Helpdesk EngineerLocation: On‐Site, Bracknell‐Binfield and Wokingham - sometimes

Deployflow is an IT consultancy specialising in software development, application support, managed services and DevOps based in the UK. We specialise in empowering organisations on their digital transformation journey. With a team of over 50 highly skilled professionals with strong technical and commercial experience, we at Deployflow are committed to delivering exceptional technology solutions that drive business growth and success. Naturally, we always go the extra mile for our clients, but we are dedicated to our team members even more. Our strength is in the power of unity and, just as our motto says: "Digital transformation centered around people".

So, here's the thing... We are seeking a motivated and experienced On‐Site 1st Line Helpdesk Engineer to join our team permanently. Your degree isn't our priority, but your personality, attitude, and determination are. Furthermore, if you can easily acclimate to new environments, actively engage in brainstorming ideas, never stop before a challenge, and learn from your failures, and if this role aligns with your passions and you can prove you're great at it, our doors are fully open to you.

About the roleThe On‐Site Level 1 Helpdesk Engineer is responsible for providing first‐line technical support for staff, students, and IT systems. This includes diagnosing and resolving Level 1 issues related to servers, backups, networking, end‐user devices, classroom technology, and printing. The engineer will also assist the central Helpdesk Team with ticket triage and resolution within the IT ticketing system to ensure smooth day‐to‐day IT operations.

Key ResponsibilitiesEnd‐User Support

Provide on‐site first‐line support for all staff and student IT issues.

Troubleshoot and resolve hardware and software problems on desktops, laptops, and peripherals.

Support classroom technology, including Teams and Zoom setups, projectors, and AV equipment.

Provide basic user training and guidance where needed.

Server, Backup & Network Support

Monitor and respond to basic Level 1 server alerts (e.g., storage capacity, service restarts, account lockouts).

Check and report on daily backup job statuses, escalating failures when necessary.

Perform basic network troubleshooting (e.g., connectivity, Wi‐Fi access, patching).

Escalate persistent or critical issues to Level 2/3 engineers as required.

Helpdesk & Ticketing

Log, track, and update all support requests through the Helpdesk ticketing system.

Assist remote Helpdesk engineers by managing local support tickets that require physical intervention.

Ensure timely resolution of Level 1 tickets in line with SLAs.

Maintain accurate records of issues, solutions, and asset information.

Hardware & Printers

Install, configure, and support printers, multifunction devices, and drivers.

Perform toner replacements, paper jam fixes, and basic maintenance.

Support hardware moves, deployments, and imaging of PCs/laptops.

General IT Duties

Assist in setting up new user accounts, email, and Teams access.

Participate in IT projects, upgrades, and maintenance tasks.

Maintain high standards of customer service and professionalism.

Follow IT policies, procedures, and security best practices.

Skills & QualificationsEssential

IT support experience in a Helpdesk or technical support role.

Good understanding of Windows operating systems and Microsoft 365 (Outlook, Teams, SharePoint).

Basic knowledge of networking fundamentals (IP addressing, DNS, DHCP).

Strong problem‐solving, communication, and time‐management skills.

Customer‐focused with a proactive attitude.

Desirable

Experience supporting classroom or AV technologies (Teams Rooms, Zoom Rooms).

Experience with server monitoring or backup tools (e.g., Veeam, Zabbix, or similar).

Experience with Apple operating systems.

Familiarity with Active Directory and Group Policy basics.

ITIL Foundation or similar Helpdesk process understanding.

Working HoursFull‐time, on‐site in Binfield and Wokingham customers. Occasional flexibility may be required for maintenance windows or major IT events.

Monday to Friday 9:00 to 17:00

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Extra information

Status

Open

Education Level

Secondary School

Location

Bracknell

Type of Contract

Full-time jobs

Published at

02-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English