Technical Support Engineer

You'll play a key role supporting users across the business, ensuring a premium support experience, maintaining service standards, and resolving incidents through clearly defined ITIL processes using ServiceNow., * Providing white-glove technical support, including VIP and senior stakeholder users

• Owning incidents end-to-end, ensuring timely resolution and excellent communication throughout
• Working within ITIL v4-aligned processes, with a strong focus on incident and service management
• Using ServiceNow as the ITSM platform for ticket management, workflows, and reporting
• Supporting Microsoft 365, Active Directory, Windows 11, Intune, SCCM, and Citrix environments
• Supporting remote working technologies including VPN, MFA, and mobile devices
• Providing AV and meeting room technology support, ensuring seamless collaboration experiences
• Building, configuring, and supporting laptops and desktops for new starters and existing users
• Assisting with basic network troubleshooting including connectivity, switching, and network access issues
• Contributing to proactive incident management, service improvement initiatives, and knowledge sharing
• Travelling to other sites on a reactive basis depending on business needs

• Proven experience as a Technical Support Engineer or Senior IT Support Analyst
• Experience providing high-touch, customer-focused support, including VIP or executive users
• ITIL v4 certification strongly preferred
• Strong experience using ServiceNow or a similar ITSM platform
• Strong Microsoft 365 and Active Directory administration skills
• Exposure to network troubleshooting and connectivity support
• Comfortable working within a structured, process-driven support environment
• Excellent communication, stakeholder management, and customer service skills
• Calm, professional approach when handling high-priority incidents

Interested?

If you're looking for a role where you can deliver exceptional customer support, work within structured ITIL processes, and be part of a collaborative IT team, we'd love to hear from you.

• Shift pattern between 8:00am and 6:30pm, Monday to Friday (5 days onsite)
• Join an experienced support team of 12 engineers
• Exposure to both technical engineering and service management
• Stable, professional services environment with modern tooling