IT Helpdesk Technician

McAllister, a Vortex Company, is a fast-growing infrastructure leader delivering cutting-edge trenchless technologies and turnkey services. We solve tough challenges in water, sewer, and industrial infrastructure within a fast-paced, safety-first culture.

Role Overview The IT Helpdesk Technician provides hands on, Tier 2 technical support across the business. You will resolve escalated end user issues, support core infrastructure, and maintain system performance during a period of rapid growth and acquisition . Key Responsibilities

• Tier 2 Support: Provide on-site troubleshooting for hardware, software, access, and connectivity issues.
• Service Desk: Log, track, and resolve incidents and service requests within Freshservice.
• Identity & Access: Administer user accounts, permissions, and groups via Active Directory and Microsoft 365.
• Endpoint & Security: Manage endpoints using RMM tools (NinjaOne preferred) and assist with EDR security.
• Network & Infrastructure: Troubleshoot basic networking (DNS, DHCP, TCP/IP, VPN) and support Windows/virtualised servers (Hyper-V, VMware).
• Lifecycle Operations: Handle workstation setup, imaging, deployment, patching, and IT onboarding/offboarding.
• Project Delivery: Collaborate on infrastructure transitions, office expansions, and user migrations.

Requirements

• Experience: 2+ years of hands-on Tier 2 IT support experience.
• Technical Stack: Proficiency with Active Directory, Microsoft 365, RMM (NinjaOne), and Freshservice.
• Infrastructure: Solid understanding of basic networking and server virtualisation (Hyper-V/VMware).
• Core Skills: Strong troubleshooting, communication, and customer service skills with a process-driven mindset.
• Mobility: Valid UK driving licence and willingness to travel up to 50%.

Qualifications

• GCSEs (or equivalent) in English and Maths
• Basic computer and networking knowledge

Vortex Companies, LLC and all of its subsidiaries, considers applicants for all positions without regard to race, color, creed, religion, sex, age, national origin, marital status, status with regard to public assistance, or sexual orientation. All applicants will be considered solely on the basis of their qualifications.

We are a fair chance employer.