Help Desk Technician L1/L2

Job Description

Experienced L1/L2 Helpdesk Technician

Full Time

Salary

Full Time - £28,000 to £30,000

Supplemental Pay

Additional Bonus £1,200 pa

Regular Commission Schemes

Benefits

20 days annual leave, plus bank holidays (additional up to 10 days around Christmas / New Year)

Additional leave

Company events

Company pension

Employee discount

Free parking

On-site parking

Paid business mileage and expenses

Laptop and networking equipment

Overview

Soltech IT provides a comprehensive range of IT services and hands-on ICT/computing support to over 700 business and education (primary school) clients across the South West of England. We put the needs of our clients first, delivering reliable, responsive, and professional IT support across a wide range of technologies.

Soltech IT is a friendly and supportive place to work where people feel trusted and respected. We are proud of the diversity, flexibility, and breadth of skills and experience within our team.

We are looking to recruit an experienced L1/L2 Helpdesk Engineer to join our Service Desk team. The successful candidate will have proven experience working within an IT support environment, providing first and second-line technical support to business and/or education customers. You will be confident managing incidents and service requests from initial logging through to resolution, escalating to senior engineers where appropriate.

Individuals will be passionate about IT, self-motivated, and committed to delivering exceptional customer service. This role requires an excellent team player with strong communication and organisational skills, a professional and courteous manner, and the ability to explain technical issues clearly to customers of varying technical ability.

Candidates should be able to work independently, prioritise competing workloads, and demonstrate strong troubleshooting and problem-solving skills. A proactive approach to improving processes, identifying recurring issues, and contributing to the continual improvement of our service desk is essential.

Key Responsibilities

• Provide first and second-line remote IT support to business and education clients.
• Troubleshoot hardware, software, networking, Microsoft 365, Windows, and cloud-based issues.
• Manage incidents and service requests using the company helpdesk system.
• Escalate complex technical issues to senior engineers where appropriate.
• Maintain accurate documentation and update customer records.
• Configure and deploy desktops, laptops, mobile devices, and peripheral equipment.
• Support Microsoft 365, Active Directory, Azure AD/Entra ID, and standard business applications including SCCM.
• Deliver excellent customer service while meeting service level agreements (SLAs).
• Contribute to knowledge base articles and service improvements.

Skills & Experience

Essential:

• Previous experience in an L1/L2 Helpdesk or IT Support role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience supporting Active Directory and user account administration.
• Good understanding of TCP/IP, DNS, DHCP, Wi-Fi, and general networking.
• Excellent troubleshooting and diagnostic skills.
• Strong communication and customer service skills.
• Ability to prioritise workloads and work effectively under pressure.
• Full UK driving licence.

Desirable:

• Experience with Microsoft Intune, Azure/Entra ID, or SharePoint.
• Experience supporting schools or managed service (MSP) environments.
• Knowledge of Windows Server technologies.
• Relevant IT qualifications (CompTIA, Microsoft, ITIL or equivalent).

In return, we offer career progression, ongoing technical training, and a full-time salary of £28,000 to £30,000, depending on experience.

Benefits include a company pension, bonus and commission schemes, free on-site parking, a company laptop or MacBook, 20 days annual leave plus bank holidays, and additional leave over the Christmas and New Year period.

In addition, all authorised business mileage and expenses will be paid by the company.

Job Types: Full-time, Apprenticeship

Pay: £28,000.00-£30,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Employee discount
• Free parking
• On-site parking

Work Location: In person