IT Support Engineer

We are recruiting an IT Support Engineer to join our team based at our Head Office in Bolton.

This is a hybrid role, providing:

• Internal IT support to the DMS team onsite, and
• Remote and onsite support to our customer base

You'll play a key role within the support function, working closely with colleagues across IT, print, and project delivery teams. This position requires someone organised, adaptable, and comfortable managing multiple priorities., * Act as a first point of contact for IT support queries (internal and external) via phone, email, and ticketing system

• Troubleshoot hardware, software, networking, and print-related issues
• Diagnose issues across Windows environments, Microsoft 365, and cloud platforms
• Support and maintain internal IT systems alongside customer environments
• Configure and support print management solutions (e.g., Papercut)
• Assist with account setup, password resets, and Active Directory tasks
• Diagnose and resolve network configuration issues (DNS, DHCP, IP addressing)
• Guide users through solutions step-by-step (remote and onsite)
• Manage and prioritise multiple open tickets through to resolution within agreed SLAs
• Escalate complex issues to internal technical specialists where required
• Maintain accurate documentation of all support requests and resolutions
• Contribute to internal knowledge base, manuals, and documentation
• Provide follow-up support to ensure systems are fully functional
• Build strong relationships with both colleagues and customers through a professional, approachable manner

Do you have a valid Driving License license?, Do you have experience in IT support?, * Proven experience in an IT support/helpdesk role (or strong relevant technical background)

• Strong knowledge of:
• Microsoft Windows 10/11
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Networking fundamentals (DNS, DHCP, IP addressing)
• Experience with remote desktop tools and helpdesk systems
• Ability to diagnose and troubleshoot technical issues effectively
• Strong communication and customer service skills
• Ability to manage workload and prioritise multiple tasks

Desirable:

• Experience with Papercut or similar print management software
• Experience with managed print devices and multifunction printers
• Exposure to Google Workspace environments
• Experience with cloud platforms (Microsoft Azure preferred)
• Knowledge of networking/firewall technologies (Fortinet, SonicWall, Cisco, Ruckus)

Other Requirements:

• Full UK Driving Licence

Attitude & Approach

• Passion for IT and continuous learning
• Logical, methodical problem-solving approach
• Friendly, professional, and customer-focused
• Able to work under pressure and manage competing priorities
• Team player who collaborates well with others
• Proactive mindset with a willingness to go the extra mile

Qualifications (Desirable / Supported)

• Microsoft Certifications (MCP, MCSA)
• Cisco Certifications (CCNA)
• Cloud Certifications (Azure, AWS)
• Virtualisation (VMware, Hyper-V)

Pulled from the full job description

• Referral programme
• Employee discount
• Life insurance
• Free parking
• Company pension
• Casual dress
• Company events

The DMS Digital Group Ltd is one of the North West's largest independent office technology providers, with over 30 years' experience. Our services span across multiple divisions: * Print & Document Management * IT Services * Audio Visual * CCTV & Security * Telecoms This enables us to deliver a complete, end-to-end workplace solution - supporting clients across education, public sector, and commercial environments. We take a consultative approach, using our experience and understanding of modern workplace technology to design and deliver tailored solutions that improve how organisations operate.