entrust IT

Helpdesk Lead Ringwood (with occasional travel to customer sites) Up to £38K & Great Benefits entrust IT Group delivers high-quality, dependable IT support and managed services to a wide range of customers. Our Helpdesk Team forms the frontline of this commitment ensuring clients receive prompt, effective assistance when they need it most. We are now seeking a capable and steady Helpdesk Lead to drive service excellence, support our engineers, and maintain strong customer satisfaction in a dynamic technical environment. The Helpdesk Lead Role: As Helpdesk Lead, you will oversee day-to-day helpdesk operations, ensuring technical issues are prioritised effectively and resolved to a high standard. You will act as both a senior engineer and a point of leadership guiding the team, managing incoming workload, and ensuring service KPIs and processes are consistently met. This is a hands-on position suited to a confident 2nd line engineer who enjoys problem-solving, supporting colleagues, and maintaining clear communication with customers, especially during periods of high demand. What s on Offer? Competitive salary (£35-£38k dependent on experience) Office based, with some travel to client sites required Supportive team environment we value clear thinking, kindness, and collaboration 22 days annual leave Real variety work with different clients and solve a wide range of technical challenges Professional growth we ll support your development every step of the way Key Responsibilities of the Helpdesk Lead: Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests. Ensure service delivery aligns with defined processes, SLAs, and KPIs. Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems. Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues only when necessary. Take ownership of assigned tickets through to completion, acting as an internal advocate for the customer. Monitor system alerts, customer calls, and email-based tickets using our central service desk platform. Uphold high service standards, adjusting priorities dynamically as circumstances change. Contribute to team development by promoting best practices and ensuring process adherence. Engage proactively with on-the-job training and maintain personal technical development. Technical Experience: Supporting and maintaining Windows domain environments Backup system monitoring and administration Multi-person IT support environments System alerts, remote diagnosis, and structured escalation practices Experience with the following technologies is highly desirable: Cloud services (e.g., Office 365, control panels) Remote support tools such as ScreenConnect Remote Desktop / Hosted Desktop environments Active Directory & Entra Backup systems Broadband and VoIP Windows Server and Windows desktop operating systems Mac support Mobile device support Ticketing platforms such as ConnectWise Manage Qualifications: GCSE Maths (Grade C or above, or equivalent) GCSE English Language (Grade C or above, or equivalent) GCSE Science or Computer-related subject (Grade C or above, or equivalent) How to Apply If you are an experienced 2nd line engineer ready to step into a lead role with real operational impact, we would welcome your application. Please submit your CV for immediate consideration.

2nd Line IT Support Engineer Ringwood (BH24) £32k £35k Office-Based Join one of the UK s fastest-growing Managed Service Providers and take your IT career to the next level! If you re a sharp-thinking problem solver who loves variety, teamwork, and delivering great customer service, this is the role for you. At entrust IT , you won t just be resetting passwords you ll be supporting and shaping the IT environments of businesses across the UK. Expect high-quality tools, a supportive culture, and challenges that genuinely stretch your skills. What You ll Be Doing: As a 2nd Line IT Support Engineer , you ll be right at the heart of our Service Team, taking ownership of technical issues and ensuring our clients get fast, clear, and effective support. You will: Diagnose and resolve 2nd line issues via remote support Work with clients to fully understand and recreate problems Escalate complex issues to 3rd line colleagues when needed Monitor open tickets and drive them through to resolution Support a wide variety of clients, infrastructures, and technologies Occasionally visit customer sites (no daily travel!) Every day brings something different no two networks, clients, or challenges are the same. What You Bring: A logical, methodical approach to troubleshooting Strong communication calm, clear, confident Ability to juggle priorities without losing focus Experience supporting organisations of roughly users Full UK driving licence Technical Skills You ll Use Daily: Windows Desktop & Server OS Office 365 & cloud control panels Desktop support & fault diagnosis Networking, broadband, VoIP Mobile device support Backup monitoring platforms Virtual/remote desktop solutions Qualifications GCSE Maths & English (C or above) GCSE Science or Computer-related subject Valued (but not essential): Microsoft 365, CompTIA, or GTIA certifications Vendor certs such as Veeam, Mimecast, NinjaOne, Sophos What s in It for You? £32,000 £35,000 based on experience 22 days annual leave A friendly, collaborative office culture Real variety every day is different Opportunities for professional development High-quality tools & an environment that values good engineering Avoid the city centre traffic! Be part of a team where your ideas and input genuinely matter Why entrust IT? We re an ambitious, growing MSP with a passion for doing IT right. You ll be part of a talented team that cares about quality, collaboration, and creating solutions that genuinely help our customers succeed. This is the place for you if you want: Real influence Interesting technical challenges Supportive colleagues Space to grow your career Ready to Join Us? Apply Now for this exciting new 2nd Line Support position for immediate consideration.

Helpdesk Lead Ringwood (with occasional travel to customer sites) Up to £38K & Great Benefits entrust IT Group delivers high-quality, dependable IT support and managed services to a wide range of customers. Our Helpdesk Team forms the frontline of this commitmentensuring clients receive prompt, effective assistance when they need it most click apply for full job details