IT Support Engineer

Deliver high-impact, white-glove IT support to senior leadership in a fast-paced, high-visibility environment., * Provide high-priority, white-glove IT support to senior leadership, VIP users and key stakeholders, ensuring a seamless, responsive and discreet experience

• Operate across L1-L3 support, combining Service Desk, remote, and onsite support across Warrington and other locations
• Act as a trusted technical contact, owning incidents and requests through to resolution and coordinating with L3 teams and service partners
• Support end-user devices, applications, collaboration tools, networks, and meeting room technologies
• Contribute to service improvement, knowledge sharing, training materials, and adoption of new or improved services
• This is a full-time onsite role (5 days, 40 hours), with flexibility for occasional extended hours and travel

Job Role Responsibilities:

• Provide high-touch support to VIP users, ensuring professional, responsive service
• Manage incidents and service requests via ServiceNow in line with SLAs and ITIL best practice
• Deliver support across Microsoft 365, enterprise applications, identity and access, hardware, mobile devices, networking, telephony, and collaboration tools
• Provide onsite and field-based support, including executive meetings and business-critical activities
• Support Teams Rooms, AV, and meeting room technologies
• Diagnose and resolve hardware/software issues, device configuration, onboarding/offboarding, and refresh activities
• Act as hands-and-eyes support for 2nd/3rd line teams and external partners
• Collaborate with internal teams to maintain service continuity and support new service rollouts
• Produce knowledge articles, guides, and short-form training content; contribute to continuous service improvement
• Maintain asset records and support compliance and IT security activities, At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for VIP IT Support Engineers looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.

• Strong customer service and stakeholder management skills, with experience supporting senior/VIP users
• Proven experience across Service Desk, EUC, or VIP support (L1-L2 + complex issue handling)
• Strong troubleshooting across Windows, Microsoft 365, enterprise apps, identity and access, and end-user hardware
• Experience with ITSM tools (e.g. ServiceNow) and SLA-driven environments
• Knowledge of Teams Rooms, AV, video conferencing, and telephony systems
• Experience with SharePoint and automation tools (Power Automate, Power Apps, Power BI, Chatbots)
• Experience creating user guides, training materials, or digital content
• Working knowledge of SCCM, Intune, Active Directory, networking, and Azure
• Strong problem-solving skills with the ability to perform under pressure
• Ability to communicate technical concepts clearly to non-technical users
• Proactive, resilient, and improvement-focused mindset with strong ownership and accountability
• Willingness to travel and support multiple locations

Desirable:

• Experience providing field-based support across multiple locations
• ITIL Foundation or equivalent
• Project delivery exposure or PRINCE2