IT Helpdesk Engineer (1st/2nd Line)

Explore Learning is a leading educational organisation that is committed to making learning enjoyable and effective for children. With our network of learning centres across the country and our online tutor offering, we help thousands of children develop their skills and reach their full potential.

We’re seeking passionate and driven individuals to join our dynamic IT team as 1st/2nd Line Helpdesk Engineers, supporting our stores and internal teams across the UK. This role is a great opportunity to deliver high-quality technical support and ensure the smooth operation of our IT systems, with a blend of remote work and on-site visits to our stores. You’ll be working with both the application support and helpdesk teams, expanding your knowledge and helping to deliver seamless support across the business.

What You’ll Be Doing:

· Provide 1st/2nd line technical support via service desk, phone, email, and on-site visits.

· Visit stores to conduct health checks, deliver IT training, and resolve hardware/software issues.

· Troubleshoot issues, manage service tickets, and document solutions.

· Assist with account setups, password resets, and access permissions.

· Perform hardware maintenance, manage software support, and ensure security compliance.

· Maintain inventory, document procedures, and suggest areas for IT improvement.

· Regular travel to sites across the UK, primarily in Surrey and North London, with occasional visits to Guildford for team collaboration.

Who We’re Looking For:

· Strong customer service skills with the ability to clearly explain technical issues in person and over the phone.

· Confidence in working directly with internal teams and users to diagnose and resolve IT issues.

· Eagerness to learn and develop IT skills, with a proactive attitude towards problem-solving.

· Some experience in 1st/2nd Line IT support or a related technical role is desirable.

· Knowledge of Windows 10/11 and Office 365 environments.

· Willingness to travel to various UK locations as part of the role.

Desirables:

· Previous experience using ticketing systems for managing incidents and support requests.

· Basic understanding of networking (TCP/IP, DHCP, DNS) and virtualisation technologies (Hyper-V).

· IT certifications such as CompTIA, Microsoft (MCSA), or a willingness to work towards certifications.

· Experience in a Managed Service Provider (MSP) environment or with ITIL frameworks is a plus.

· Driver’s license and access to a car for site visits.

If you’re an IT professional, or someone eager to learn and develop in the IT field, ready to make an impact within an education-focused organisation, apply today to become a part of the Explore Learning team.

Location: Remote with travel across the UK (Surrey and North West London preferred)

Salary: Circa £26,500

Contract: Full-time, permanent

Working Hours: Tuesday-Saturday

Additional Perks:

• Holiday: Enjoy 31 annual days off (27 flexible + 3 festive + 1 gifted to include Xmas Eve closure)
• A maximum of 2 well-being and/or volunteer days.
• You'll also receive additional holiday time based on your length of service.
• We are pleased to announce an additional leave period from December 24th to January 1st, which will be provided on top of your annual leave balance. 
• Benefit from discounted gym memberships and sportswear, free counselling services, a cycle-to-work scheme, and a discounted tastecard.
• Take advantage of our referral bonus, staff discounts, enhanced parental leave, and pension options.
• All salaried staff will be eligible for fully subsidised tuition for their child/children at Explore Learning.

Please note: Proof of eligibility to work in the UK will be required. Unfortunately, we are not able to offer any form of sponsorship.