First/Second Line Support Desk Engineer

2 weeks ago

Sutton Courtenay, Oxfordshire, United Kingdom GHM Full time £24,000 - £30,000 per year

Location: Sutton Courtenay, Abingdon

Salary: £26,000-£28,000

GHM Communications Ltd is a leading provider of IT, Wi-Fi, and business telephony solutions, catering to businesses and care homes across the UK. With a focus on delivering innovative and reliable technology services, GHM Communications has established itself as a trusted partner for organizations looking to enhance their IT & communication infrastructure and operational efficiency.

Key Tasks:

  • Respond to incoming tickets, calls, and emails from clients.
  • Provide first-line diagnosis and resolution for common IT issues.
  • Escalate unresolved issues to 2nd/3rd line or specialist teams.
  • Log all incidents accurately in the ticketing system.
  • Ensure timely updates and closure of tickets.
  • Deliver remote troubleshooting using RMM tools.
  • Occasionally visit client sites for hardware or network issues.
  • Create, modify, and disable user accounts in Active Directory and Microsoft 365.
  • Manage permissions and group policies.
  • Install, configure, and update applications.
  • Diagnose and repair basic hardware faults (PCs, laptops, printers).
  • Troubleshoot LAN/WAN issues, VPN connectivity, and Wi-Fi problems.
  • Assist with firewall and router configurations under guidance.
  • Monitor client systems via RMM dashboards.
  • Apply patches and updates to maintain security compliance.
  • Maintain accurate records of fixes, configurations, and client environments.
  • Update knowledge base articles for common issues.

Skills & Experience:

  • Operating Systems: Windows (desktop & server), macOS
  • Networking Basics: TCP/IP, DNS, DHCP, VPN, firewalls
  • Active Directory: User account management, group policies
  • Microsoft 365 / Exchange: Email setup, troubleshooting
  • Remote Support Tools: RMM platforms, remote desktop
  • Basic Hardware Support: PCs, laptops, printers, peripherals
  • Host telephony and SIP and VoIP Technologies
  • Ability to identify and resolve common IT issues quickly with the use of ticketing systems (e.g., ServiceNow, ConnectWise, Autotask)
  • Understanding of antivirus, patching, and basic cybersecurity principles.

Benefits:

  • 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
  • Birthday Day Off
  • Buy Holiday Scheme
  • Employee Assistance Programme
  • Enhanced Company Sick Pay
  • Discounted Retail Vouchers
  • Reduced Gym Membership
  • Annual Salary Review
  • SCG Mobile Benefit
  • Pension Scheme
  • Free On-Site Parking

  • Charity Events

  • Please note that unfortunately this role does not provide visa sponsorship opportunities, all candidates must have the right to work in the UK.

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

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