IT Support Engineer - 1st / 2nd Line

• Provide 1st and 2nd Line IT support to internal users via desk-side, remote, and face-to-face engagement
• Log, prioritise, and resolve incidents and service requests in line with agreed SLAs
• Deliver proactive floorwalking support, assisting users across offices and meeting spaces
• Troubleshoot issues across laptops, desktops, and mobile devices
• Troubleshoot issues across printers and meeting room technology
• Troubleshoot issues across business-critical applications
• Support and administer Microsoft 365, including Outlook, Teams, and SharePoint
• Support and administer Active Directory and user account management
• Support and administer Windows 10/11 environments
• Assist with new starter onboarding and leaver processes
• Assist with device builds, deployments, and lifecycle management
• Assist with IT asset tracking and documentation
• Escalate complex issues to 3rd line or external partners where required
• Maintain accurate ticket updates, documentation, and knowledge base articles
• Contribute to continuous improvement of IT support processes and user experience

Technologies:

• Active Directory
• Support
• ITIL
• JIRA
• Microsoft 365
• Mobile
• ServiceNow
• SharePoint
• TCP/IP
• VPN
• Windows
• Office 365, We are seeking a hands-on, customer-focused IT Support Engineer to provide 1st and 2nd Line support across our business. We are a leading expert in our field and offer an exceptional service UK wide. This is a full-time, 6-month fixed-term role with the potential to be extended or become permanent. The role is primarily onsite and based in Bury / Manchester, with a mix of service desk, desk-side, remote, and face-to-face support. We offer the opportunity to play a key role in maintaining operational stability while supporting ongoing improvements and projects across our IT estate. We are looking for a practical, proactive engineer who takes ownership, works well with both technical and non-technical stakeholders, and is comfortable supporting users directly.

• Proven experience in a 1st/2nd Line IT Support, Service Desk, or Desktop Support role
• Strong experience delivering remote and onsite, face-to-face user support
• Solid technical knowledge of Windows 10/11
• Solid technical knowledge of Microsoft 365, including Outlook, Teams, and SharePoint
• Solid technical knowledge of Active Directory and user administration
• Solid technical knowledge of basic networking, including DNS, DHCP, TCP/IP, and VPN
• Experience with ticketing tools such as ServiceNow, Jira, or similar
• Excellent troubleshooting and problem-solving skills
• Strong communication and stakeholder engagement skills
• Ability to manage and prioritise workload in a fast-paced environment
• Experience in a multi-site or fast-paced operational business
• Exposure to IT projects such as rollouts, migrations, and upgrades
• Knowledge of ITIL practices
• Full UK driving licence