IT Support Engineer (1st Line)

About Helios Global Group

Helios Global Group brings together four specialist agencies – Helios, Selene, Apollo and Cogentia – united by a shared purpose: to deliver exceptional global healthcare communications and access programmes that educate, inspire and ultimately improve patient outcomes.

With over 300 industry experts across the UK and USA, we combine global reach with deep scientific, commercial and strategic expertise.

What sets us apart is the quality of our people, combined with a genuinely supportive and inclusive culture – one where our people feel valued, empowered and inspired to do their best work every day. Guided by our ethos to aim for excellence and be a great place to work, we are committed to creating an environment where talented individuals can truly flourish. Here, ambition is encouraged, expertise is valued and success is recognised.

What we offer

You’ll join a highly collaborative, science‑led organisation that values expertise, drive and ambition. You’ll have the opportunity to work alongside talented colleagues on interesting and impactful programmes, develop your experience, and grow your career.

We aim to harness the diverse expertise and skills that each team member brings, creating an environment where individuals can thrive, prosper, and deliver excellence in everything they do. Our employee development programme is one of the best in the industry. Everyone benefits from an individualised and tailored approach to learning, with clearly defined personal development plans and career pathways.

About the role

We're looking for an enthusiastic and customer-focused IT Support Engineer (1st Line) to join our growing IT team at Helios Global Group. Based at our Head Office in Alderley Edge, you'll play a key role in supporting colleagues across the business, helping to ensure that our technology, systems and services run smoothly every day.

This is an excellent opportunity for someone with a passion for technology who is looking to develop their career in IT. You'll gain hands-on experience across a broad range of modern technologies, including Microsoft 365, Azure AD, Intune, Endpoint Manager, SharePoint, Teams and cloud-based services, while benefiting from ongoing training and development opportunities.

Working closely with the Head of IT and colleagues across the Group, you'll provide first-line technical support, assist with onboarding and offboarding processes, and contribute to maintaining a secure and efficient IT environment.

What you'll do

• Deliver first-class first-line IT support to employees across the business, diagnosing and resolving hardware, software, network and user-related issues.
• Log, prioritise and manage support requests through the IT Service Desk, ensuring a professional and timely service.
• Create, maintain and deactivate user accounts within Microsoft 365 and Azure AD, ensuring appropriate access and permissions are in place.
• Prepare, configure and deploy laptops and equipment for new starters, working closely with HR and Operations teams.
• Support the return, decommissioning and secure wiping of devices.
• Maintain accurate IT asset records and equipment inventories.
• Manage and support Microsoft 365 services, including Intune, Endpoint Manager, Autopilot, SharePoint, OneDrive, Exchange, Teams and Azure AD.
• Promote security best practice and support security awareness initiatives across the business.
• Continuously develop your technical knowledge and contribute ideas that improve efficiency, automation and user experience.

About you

You'll be a proactive problem solver with a genuine interest in technology and a commitment to delivering excellent customer service. You'll enjoy helping people, have strong communication skills and be keen to develop your technical expertise in a fast-paced business environment.

We're particularly interested in candidates who have:

• Experience working in a technical support, helpdesk, customer service or IT-focused role.
• Strong knowledge of Microsoft 365 administration, including SharePoint, OneDrive, Exchange, Azure AD and Intune.
• Good knowledge of Windows 11 and Microsoft 365 applications.
• Excellent communication and interpersonal skills.
• A logical and analytical approach to troubleshooting and problem solving.
• A genuine interest in emerging technologies, including AI tools, automation and cloud services.
• The ambition to continually learn, develop and grow their career in IT.
• A full driving licence and the ability to work primarily from our Alderley Edge office.

Desirable qualifications and experience include:

• CompTIA A+ or Microsoft Associate-level certifications.
• A degree, or equivalent qualification, in Computing or Information Systems.
• Experience using or implementing AI tools and automation solutions.

Join us and become part of a collaborative team where you'll have the opportunity to build your technical skills, contribute to exciting technology initiatives and help support a growing international business.