Senior Helpdesk Engineer

SENIOR HELPDESK ENGINEER

KEY POINTS

• Onsite role based in Handsworth, Birmingham
• Provide 1st/2nd line support across desktop, laptop, mobile and applications
• 30 - 35,000 p/a
• Hands-on Windows device builds, installs, imaging and deployments
• Strong focus on Microsoft Intune (Endpoint Manager) and endpoint support (incl. Autopilot where applicable)
• Opportunity to step into a senior/escalation position with mentoring responsibility
• To apply please email (url removed)

ABOUT THE CLIENT

We're supporting a well-established, people-focused IT services organisation delivering high-quality support to a varied customer base. They're known for their approachable culture, strong technical standards, and commitment to continuous improvement, providing a great environment for someone who enjoys being hands-on and making a real impact day-to-day.

THE BENEFITS

• Supportive team culture with a strong focus on development
• Exposure to modern workplace technologies (Microsoft stack / endpoint management)
• Opportunity to mentor and influence service desk standards and processes
• Stable, onsite role with variety across users, devices, and issues

THE SENIOR HELPDESK ENGINEER ROLE

As a Senior Helpdesk Engineer, you'll act as a key escalation point within the support function, delivering excellent 1st/2nd line support while taking ownership of more complex tickets and ensuring a consistent, high-quality user experience.

You'll be hands-on with Windows operating systems, device provisioning and troubleshooting, and you'll play a key part in managing endpoints through Microsoft Intune-supporting enrolment, policies, application deployment, updates, and compliance. You'll also contribute to continual improvements through better documentation, knowledge sharing, and coaching junior team members.

This role is fully onsite (5 days per week) in Handsworth, Birmingham, and suits someone who enjoys face-to-face support and being close to the operational environment.

ESSENTIAL SKILLS

• Proven experience in a Helpdesk / Service Desk environment (1st/2nd line)
• Strong knowledge of Windows operating systems (Windows 10/11) support and troubleshooting
• Experience using Microsoft Intune (Endpoint Manager / MEM) for endpoint support and management
• Confident with device builds, imaging/deployment, and end-user hardware/software setups
• Strong ticket management skills (ownership, prioritisation, updates, and documentation)
• Ability to mentor junior engineers and raise overall service quality
• Excellent customer service and communication skills

KEY SKILLS

Service Desk, 2nd Line Support, Desktop Support, Windows 10, Windows 11, Operating Systems, Microsoft Intune, Endpoint Manager, MEM, Autopilot, Microsoft 365, O365, Teams, Outlook, Device Deployment, Imaging, Hardware, Software, Ticketing Systems, Troubleshooting, Onsite Support, Mentoring