IT Support Engineer
Role details
Job location
Tech stack
Job description
Job PurposeTo ensure the seamless operation of end-user devices and related technologies, including laptop builds, Microsoft 365 and Google administration, and office infrastructure support, while resolving technical issues across software and hardware. This role is based in our Bournemouth, Dorset office, supporting both on-site and remote team members. Experience supporting telephony systems is essential, as maintaining the commercial continuity of our sales team is a critical part of this role., Monitor, maintain, and troubleshoot end-user computing infrastructure, including hardware, software, and peripheral devices
Monitor and maintain third-party online telephony systems, including managing IVRs and telephone number reputation management tools
Provide technical support to end-users, ensuring timely resolution of hardware, software, and network-related issues
Perform system upgrades, patches, and firmware updates to maintain security and performance standards
Plan and forecast equipment provisioning
Facilitate GDPR and compliance processes
Triage and escale internal support tickets as required
Implement and enforce security protocols, including antivirus software, firewalls, encryption, and access controls
Stay up to date with emerging technologies and industry best practices to continuously improve the end-user computing environment
Ensure appropriate licensing across all systems and platforms
Support and maintain office infrastructure, including wired and wireless networks
Maintain an accurate asset register
Manage incidents and service requests, ensuring resolution within SLA
Liaise with and manage third-party technology suppliers to resolve incidents
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Requirements
Minimum 2 years in technical support
Strong knowledge of Azure stack, including Microsoft 365
Experience supporting VoIP and telephony systems
Experience with remote device management tools (e.g., Intune or equivalent)
Excellent stakeholder management skills
Friendly, approachable, and customer-focused attitude
Strong time-management and organisational skills
Desirable Skills
Google Cloud knowledge
MySQL experience
Familiarity with bespoke web applications
PHP knowledge
Power BI experience
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Benefits & conditions
Why Work With Us?Funded course of your choice after probation. Generous holiday allowance plus bank holidays, including an extra day for your birthday / appreciation day. £50 Amazon voucher for your birthday. Company pension scheme. Refer-a-friend scheme. Inclusive culture and positive working environment. Regular staff social events.
SalarySalary will be dependent on experience.
We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.
PropositionEmpowering people to reach their potential
Our MissionRemoving barriers (time, tech, cost) to enable a 'learning lifestyle'.
Our VisionTo create the modern approach to learning.
Our ValuesPassionate "We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other".
Agile "We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities".
Courageous "We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach".
Empowering "We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view".
