First Line IT Support Help Desk Engineer | Mason Infotech

First Line IT Support Help Desk Engineer

Learn more

The role

Due to continued growth we are looking for a First Line IT Support Help Desk Engineer to join our team. We’re a responsive, agile and client-focused Managed Service Provider with a personable approach to ensuring our clients are supported in achieving their IT goals and transformations. Technology is at the heart of Mason Infotech. From our humble beginnings to becoming a Managed Service Provider, our focus has always been on making our client's business more efficient, reliable, cost-effective and supported by our expert team. Our customer's experience always determines the proof of our delivery. That’s why so much of our business comes from word of mouth. We exceed expectations.

Primarily working from home, as part of our 1st Line IT Support Help Desk, you will be the first point of contact for support inquiries. You will provide timely guidance and assistance to users experiencing technical problems and escalate issues as needed to ensure prompt resolution. The role requires excellent communication skills, technical proficiency, and a strong commitment to customer satisfaction.

You will be responsible for;

- Responding to incoming technical support inquiries via phone, email, or ticketing system in a professional and courteous manner.

- Troubleshooting cloud, application and appliance issues for end-users, including desktops, laptops, printers, and peripherals.

- Providing guidance and support to users, resolving technical problems and performing system maintenance tasks.

- Escalating complex issues to the appropriate internal teams or vendors for further investigation and resolution.

- Documenting all support interactions, including details of the problem and steps taken for resolution, in the ticketing system.

- Assisting with the setup and configuration of new hardware and software for end-users as needed.

- Participating in ongoing training and professional development to stay updated on emerging technologies and best practices in IT support.

You will need to demonstrate,

A customer focussed approach with a commitment to delivering high-quality support services to all clients will be paramount to your success. Ideally you will have gained some experience in a similar role in the IT industry and have used a support desk application to manage support requests and implementations.

Familiarity with M365, Azure and cloud-based services is a prerequisite. Evidence of excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users will need to be demonstrated. Strong problem-solving skills and effectively working in and contributing to a small team will be key to your success.

What we offer

We’re keen to help you develop personally and professionally (at your pace) and will provide a development plan to match your ambition. You will be able to experience a variety of support desk, escalation, and implementation work to broaden your horizons across a range of technologies. We can also offer some presales work to help develop you if required.

Your salary and package will be commensurate with your experience and competitive for the industry.

How to Apply:

If you're ready to take on a challenging and rewarding role with Mason Infotech, please submit your CV and covering letter to Be sure to include details of your relevant experience and why you're passionate about providing IT support.

Join our team and become a valuable resource helping deliver exceptional technical support to our clients!

Mason Infotech Ltd. welcomes applications from individuals of all backgrounds. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected.

Apply here