IT Support Engineer

• Collaborative Environment: Be part of a close-knit technical team where knowledge sharing and mutual support are part of everyday work.
• Challenging Work: Handle complex technical issues that require real problem-solving, not just quick fixes.
• Room to Grow: Access ongoing learning opportunities and exposure to modern technologies.
• Autonomy & Responsibility: Take full ownership of issues and see them through to resolution.
• Customer Impact: Play a key role in delivering a calm, clear, and high-quality support experience to clients.

Key Role Responsibilities

• Take ownership of advanced technical issues that require escalation beyond first-line support.

• Investigate and resolve problems thoroughly, focusing on identifying underlying causes.

• Provide on-site support when remote resolution isn't sufficient.

• Liaise with third-party providers and vendors to support issue resolution.

• Keep accurate and detailed records of work carried out, contributing to shared documentation.

• Ensure tickets are managed effectively, with clear updates and adherence to service levels.

• Balance competing priorities while maintaining service quality.

• Offer guidance to junior team members and help reduce repeat escalations.

• Contribute ideas to improve internal processes, tools, and service delivery., At Robertson Sumner, we only obtain and store your data because we have a legitimate interest to do so - namely help you secure a new job opportunity. In order to provide the best possible employment opportunities that are tailored to you, we need to process certain information about you. We only ask for details that will genuinely help us to help you. We collect your information to assist us in securing you a new job opportunity. This data will be collected either directly from you or via third parties such as LinkedIn or job sites. All data and communications between yourselves and our business will be stored, in a secure onsite server, or external cloud environment, located within the UK/EU. We may share your personal data with various parties, in various ways and for various reasons. Primarily we will share your information with prospective employers to increase your chances of securing the job you want.

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• Demonstrable experience in a 2nd or 3rd line IT support role, ideally within a managed services environment.
• Strong working knowledge of Microsoft 365, Azure AD, Windows Server, networking, and virtualisation platforms.
• A structured and analytical approach to troubleshooting.
• Strong communication skills, with the ability to explain technical matters in a straightforward way.