THE TEAM
At JSM Group, our IT team is at the heart of our business, supporting colleagues across the organisation with responsive, reliable, and approachable technical assistance. As we continue to grow, we remain committed to maintaining a high standard of IT service while creating an inclusive environment that values innovation, continuous learning, and collaboration. By joining our team, you’ll contribute to vital infrastructure projects nationwide and make a meaningful difference every day.
About The Role
As a Helpdesk Engineer, you’ll be an integral part of our support function, helping to resolve technical issues, enhance our systems, and improve the experience of our internal users. You'll work closely with a supportive team and have opportunities to expand your knowledge while contributing to both day-to-day tasks and wider IT initiatives.
What You'll Do
- Provide technical support to internal users, focusing on clear communication and effective problem-solving.
- Assist with more complex technical issues, working collaboratively to find practical solutions.
- Help maintain and improve internal IT processes, including documentation and best practices.
- Deliver user training and support to promote confidence and independence in IT usage.
- Manage incident workflows, ensuring issues are prioritised and resolved efficiently.
- Participate in post-incident reviews, contributing to a culture of learning and improvement.
- Contribute to a friendly and inclusive support environment that puts users’ needs first.
What You'll Bring
- A qualification in IT, Computer Science or a related field (or equivalent experience).
- At least 2 years of experience in a technical support or helpdesk environment.
- Familiarity with helpdesk and ticketing systems (e.g., ServiceNow, Freshservice, ManageEngine).
- Strong communication skills, with the ability to explain technical issues in simple terms.
- A collaborative mindset and a focus on team success.
- A user-first, solution-focused approach.
- Relevant certifications (e.g., ITIL, CompTIA+) are a bonus but not essential.
What We Offer You
We truly value your work, time, and skills! In return, we will offer you a competitive salary and some additional benefits to support your professional growth, including:
- Participation in mentoring and coaching programmes
- 28 days of holiday (plus bank holidays)
- 2 paid volunteering days a year
- Hybrid working pattern (following the probation period)
- Continuous training and development in both technical and business skills
Equal Opportunity Statement
JSM Group Services Ltd. is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
Our ethos is to respect and value people’s differences, and to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success.
We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behaviour and our business requirements. JSM Group operates a zero-tolerance policy to any form of discrimination, abuse or harassment.
JSM Group Services Ltd. is a leading provider of integrated utility infrastructure solutions. Our combination of end-to-end technical expertise, decades of industry experience, and unlimited fresh thinking make us a trusted partner for the implementation of next-generation connectivity in energy and communications. Our focus is on building for tomorrow by delivering every day for customers right across the UK, Europe and beyond.
