About Company
Ignite your career journey at Hiring.zycto, a rapidly evolving IT solutions provider nestled in the heart of Cardiff. We’re driven by innovation and a commitment to delivering exceptional service to our diverse client base. For a Helpdesk Support Engineer, this means a dynamic environment where problem-solving skills are celebrated, continuous learning is encouraged, and direct impact is felt daily. You’ll be part of a collaborative team that values growth, embraces new technologies, and supports your professional development every step of the way. If you’re eager to make a tangible difference and thrive in a supportive, forward-thinking atmosphere, Hiring.zycto is your next destination.
Job Description
Are you a proactive and customer-focused individual with a passion for technology and a knack for troubleshooting? Hiring.zycto is seeking a dedicated Helpdesk Support Engineer to join our thriving team in Llanishen, Cardiff, for an immediate start. This is an exciting opportunity to be the first point of contact for our valued clients, providing essential technical assistance and ensuring their IT systems run smoothly. You will play a crucial role in maintaining high levels of customer satisfaction by diagnosing and resolving technical issues efficiently and effectively.
In this pivotal role, you’ll engage with a wide array of users, tackling everything from software glitches and hardware malfunctions to network connectivity problems. We’re looking for someone who can not only solve problems but also communicate solutions clearly and patiently to users with varying technical proficiencies. You’ll become an integral part of our operational backbone, contributing to a stable and reliable IT environment that supports our clients’ critical business functions. This position offers significant potential for professional growth, allowing you to deepen your technical expertise across various platforms and systems while working alongside experienced IT professionals.
If you thrive in a fast-paced environment, possess excellent problem-solving abilities, and are committed to delivering outstanding service, we want to hear from you. This role demands a keen eye for detail, a methodical approach to fault finding, and the ability to manage multiple priorities without compromising quality. Your contributions will directly impact client productivity and satisfaction, making you a vital asset to our team. Join us and contribute to a company culture that champions continuous improvement, teamwork, and a relentless pursuit of excellence.
Key Responsibilities
- Provide first and second-line technical support to end-users via phone, email, and remote tools.
- Diagnose, troubleshoot, and resolve hardware, software, network, and system issues efficiently.
- Log, track, and manage all support requests using our helpdesk ticketing system, ensuring accurate and timely updates.
- Escalate complex issues to senior engineers or relevant departments when necessary, following established protocols.
- Assist with user account management, including creation, modification, and deletion in Active Directory and other systems.
- Perform routine system checks, maintenance tasks, and software installations/upgrades.
- Create and update technical documentation, knowledge base articles, and user guides.
- Educate users on best practices and provide guidance to prevent recurring issues.
- Participate in IT projects as required, contributing to infrastructure improvements and new system deployments.
- Ensure compliance with company IT policies, security procedures, and data protection regulations.
Required Skills
- Proficiency in Microsoft Windows operating systems (Windows 10/11)
- Experience with Microsoft Office Suite (O365, Word, Excel, Outlook)
- Familiarity with Active Directory for user and group management
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Knowledge of common hardware components and troubleshooting techniques
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Customer service-oriented approach with a patient and empathetic demeanor
- Ability to work independently and as part of a team
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification
- Experience with remote support tools (e.g., TeamViewer, AnyDesk)
- Knowledge of ITIL frameworks or best practices
- Familiarity with cloud platforms (e.g., Azure, AWS)
- Previous experience with a helpdesk ticketing system (e.g., Zendesk, ServiceNow)
- Experience supporting mobile devices (iOS, Android)
Perks & Benefits
- Competitive salary and performance-based bonuses
- 25 days annual leave plus bank holidays
- Comprehensive health and wellness benefits
- Opportunities for professional development and certification support
- Modern office environment with state-of-the-art technology
- Pension scheme contribution
- Collaborative and supportive team culture
- Regular social events and team-building activities
- Employee assistance program
How to Apply
Eager to kickstart your career as a Helpdesk Support Engineer with an immediate start? Don’t miss this opportunity to join a dynamic and forward-thinking company. To apply, please click on the application link below. We look forward to reviewing your application!