IT 1st Line Support Engineer

Keystone Group is seeking a proactive and customer-focused 1st Line IT Support Engineer to join our IT team. This is an excellent opportunity for an individual who is passionate about technology, enjoys problem-solving, and takes pride in delivering exceptional customer service.

As the first point of contact for IT support across the business, you will play a key role in ensuring colleagues receive prompt and effective technical assistance. You will work within a collaborative IT team, gaining exposure to a broad range of technologies while developing your technical expertise and professional skills.

• Providing telephone-based remote support, and onsite technical support across Keystone Group locations.
• Assisting with user account administration, password resets, access requests, and email security administration.
• Providing 1st line technical support for hardware, software, network, and system-related issues.
• Logging, diagnosing, prioritising, and resolving incidents and service requests through the IT ticketing system
• Maintaining accurate records of support activities and solutions within the IT ticketing system.
• Escalating complex issues to appropriate 2nd and 3rd line support teams where required.
• Installing, configuring, and maintaining end-user devices including PCs, laptops, printers, mobile devices, and peripheral equipment.
• Supporting IT projects and technology deployments as required.
• Promoting high standards of Health & Safety, ensuring compliance with company policies and challenging unsafe behaviours where appropriate.
• Undertaking any other duties reasonably requested that are consistent with the level and responsibilities of the role.

You will be a motivated and enthusiastic IT professional with a passion for delivering excellent customer service. You will enjoy working in a fast-paced environment, have strong problem-solving skills, and be committed to continually developing your technical knowledge.

• Excellent communication and customer service skills.
• Strong analytical and troubleshooting abilities.
• The ability to prioritise workloads and manage multiple tasks effectively.
• A positive, team-oriented approach with a willingness to learn.
• Attention to detail and a methodical approach to problem resolution.
• The ability to remain calm and professional under pressure.

• Previous experience in a 1st Line Support, Helpdesk, Service Desk or IT Support role.
• Good working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Understanding of Active Directory, user account management, and basic networking principles.
• Experience supporting desktop and laptop hardware, printers, and mobile devices.
• Familiarity with IT Service Management (ITSM) or ticketing systems.
• A relevant IT qualification (such as CompTIA A+, Microsoft Fundamentals, BTEC, HNC/HND, or equivalent experience) would be advantageous.
• A full valid driving licence would be beneficial due to travel between sites.

• Opportunities for professional development and career progression
• A supportive, values-driven and inclusive working environment
• Competitive salary and benefits package
• 32 days annual leave, increasing with service
• Pension
• Life Assurance
• Healthcare Cashback Plan
• Enhanced Family Friendly policies
• Additional employee benefits including, access to our Cycle to Work Scheme, Employee Discount Scheme, Employee Recognition awards, Employee Assistance Programme.

For more than three decades, the Keystone Group has grown to become one of the UK and Ireland’s largest family-owned construction product manufacturers. Driven by a relentless focus on innovation and customer excellence, the Group employs over 2,000 employees across 28 sites, supplying cutting-edge building solutions to growing markets in the UK & Ireland, Europe, Australia and North America. Its portfolio includes market-leading brands in the steel, light & environmental and timber sectors.