IT Support Engineer

• Act as a key escalation point for 1st line support, delivering excellent service via phone, email and other channels
• Take full ownership of IT incidents, requests and issues - from first contact through to resolution
• Strive for first-time fixes wherever possible, balancing speed with quality and care
• Support and maintain our IT infrastructure, including backups, system performance and security
• Configure, deploy and support laptops, PCs, mobile devices and other hardware
• Install, manage and remediate software for new and existing users
• Onboard new starters and support offboarding processes for leavers
• Use our ticketing system to log, track and resolve a wide range of IT issues
• Maintain accurate asset records and manage equipment procurement
• Provide virtual support using tools such as Ninja RMM
• Contribute to root cause analysis and proactive problem management
• Build and maintain clear, accessible technical documentation and known fixes
• Work within an ITIL framework and meet (and exceed) departmental SLAs
• Support users through Microsoft 365, ensuring everyone has the tools they need to succeed
• Occasionally provide on-site support and travel to other locations when required

You'll also take part in an out-of-hours rota and occasional planned maintenance to support business continuity outside core hours.

Do you have experience in IT support?, * A confident IT professional with a strong foundation in hardware, software and networking

• Customer-focused, personable and friendly - you enjoy helping people and solving problems
• Calm and resilient under pressure, even in a fast-paced environment
• Organised, reliable and proud of the quality and accuracy of your work
• A natural problem-solver who's comfortable making decisions independently
• Curious and adaptable, with a genuine appetite for learning and development
• A team player who values collaboration and shared success

What You'll Bring

Essential experience and knowledge:

• Experience working within a busy IT service desk or IT support environment
• Strong knowledge of Microsoft 365 administration
• Good understanding of Windows Server, Active Directory, DNS, DHCP and networking
• Experience with virtualisation technologies (Hyper-V preferred)
• Knowledge of Intune / AutoPilot or equivalent
• Experience using an ITSM tool and working to SLA-driven targets
• Excellent written and verbal communication skills in English
• GCSEs (or equivalent) in Maths and English, plus relevant IT qualifications or experience

Desirable (but not essential):

• ITIL accreditation
• PowerShell scripting knowledge
• Experience with Jira ITSM
• Knowledge of Conditional Access and identity security, * IT support: 1 year (preferred)

• Competitive salary of £26,000-£32,000 per annum
• Rotational shift pattern supporting work-life balance
• Up to 35 days holiday per year (including bank holidays)
• Gym membership contribution
• Two paid volunteering days per year for a charity of your choice
• Company life insurance
• Employee Assistance Programme with 24/7 confidential support
• On-site mental health first aiders
• Free access to dentists-on-demand
• Enhanced family leave policies
• Pension scheme
• Long service awards
• Regular employee awards, incentives and social events
• Free on-site parking
• Corporate football team
• Free tea and coffee throughout the day
• Annual eye tests and contributions to prescription glasses
• Casual dress
• Accessible location, just a short walk from Stoke-on-Trent train station
• Refer-a-friend scheme

If you're passionate about technology, enjoy solving problems, and want to be part of a business that's genuinely investing in its digital future, we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: £26,000.00-£32,000.00 per year

Benefits:

• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• On-site parking
• Paid volunteer time
• Sick pay

Here at Advantis, we know technology is a powerful enabler, helping our people connect, collaborate and deliver great work. This year, we're taking that further with a renewed focus on digital improvement and smarter systems. As an IT Support Engineer, you'll be a key part of that progress. You'll support colleagues across the business, solve technical challenges, and help us make technology work better for everyone, both now and as we continue our wider digital journey. This is an internal employee-facing role where your technical expertise meets real human impact. You'll be trusted to take ownership, build strong relationships, and play an active role in shaping how technology supports our people every day. What You'll Do, Why Advantis? At Advantis, IT isn't just about keeping things running - it's about enabling progress. You'll be joining a business that's actively investing in its digital capability, where your ideas, expertise and curiosity are welcomed. You'll work alongside supportive, knowledgeable colleagues and have the opportunity to grow your skills as our systems, tools and platforms continue to evolve. We're proud of our culture, our people and our commitment to development - and we've been officially recognised as a Great Place to Work for the last three years.