IT Support Engineer

To provide second-line technical support, resolving more complex incidents and service requests, supporting the wider IT infrastructure, and contributing to service improvement. The Support Engineer acts as a technical escalation point for Technicians, supports project delivery, and works collaboratively with Cyber, Development, Platform, Business Change, and Digital Teams, developing increasing competency in cross-team engagement.

This role will focus on our increasing US userbase, while working alongside the delivery of UK Support and maintenance. You will need to support afternoon and evenings as part of this role

This is a varied role which can really make a difference across a wide aspect of the company.

This role will involve various aspects of support including but not limited to:

• Desktop Hardware Support - the rollout and maintenance of endpoint devices (Laptops, Printers, etc).
• User Account Management - New Starters, Changes, Password Resets, Leavers.
• Server Support - System Maintenance, Security Integrity, Upgrades, Patching, Backups, Restores, etc
• Telephony support - Mitel - Ignite, MiCollab, Apple - Apple iOS and Apple business manager

We have great relationships with the business and suppliers, your positive and proactive approach to service and support will be key to helping this grow. The role will act as support for Incident triage and management, as well as Problem management and other aspects of ITIL frameworks, such as Asset and Change Management.

Being part of this team is a fantastic opportunity for you to develop your career both within the IT area and the Riviera business working with your line manager to build on your skills and development areas for support your career development., * Resolve escalated incidents and service requests across desktop, server, cloud, and telephony environments.

• Administer and maintain Microsoft 365, endpoint devices, and user accounts (including Entra ID).
• Perform server administration (patching, monitoring, backups/restores, capacity management).
• Troubleshoot and resolve connectivity, networking, and firewall issues. Perform network administration (port configuration, patching, capacity management
• Support ITIL-aligned processes (problem, asset, and change management), including raising the profile of change through participation in CAB.
• Create and maintain technical documentation and user guides.
• Participate in the on-call rota and support major incident response as required.
• Mentor and support Technicians in their development.
• Contribute to IT projects and service improvements.
• Collaborate with Cyber, Development, Platform, Business Change, and Digital Teams, demonstrating growing expertise in cross-functional work.
• Effective ticket management into Third party suppliers and partners for incident and service related matters.
• Support web security initiatives, including administration and troubleshooting of WAF products, DNS, and DDoS mitigation.

Do you have experience in iOS?, * Strong experience in incident management and triage.

• Proficiency in endpoint management (Intune), Microsoft 365, and server administration.
• Experience with Windows 11, Windows Server 2019/2022/2025.
• Scripting ability (PowerShell) and automation skills.
• Good understanding of networking (LAN/WAN/DMZ), firewall functions, and web security.
• Experience with virtualisation (Hyper-V/VMware).
• Exposure to public cloud (Azure, ideally AZ-900 certified).
• Experience with WAF products, DNS management, and DDoS protection.

Desirable Skills/Capabilities:

• Experience working with RBAC, VLANs and VPN configurations.
• Server-based client services (DHCP, DNS, NPS)
• Microsoft Desktop Certified - MD-100/MD-101
• Microsoft Security Fundamentals - SC-900
• Firewall configuration
• Mitel Telephony
• CMDBs/Asset control.
• Active Directory (Preferably Entra ID) exposure.
• Microsoft 365 administration - Exchange, SharePoint, Teams, Purview, Defender
• Microsoft Azure Administration
• Awareness of Cyber Essentials / ISO20001