IT Support Engineer

As an IT Support Engineer, you will act as the primary point of contact for all IT-related queries, providing prompt and efficient support across a broad range of technical issues. Working closely with the wider IT team, you'll take ownership of incidents and service requests from initial logging through to resolution, ensuring users receive a responsive, professional, and customer-focused support service at every stage., * Providing 1st and 2nd line technical support to end users via phone, email and remote support.

• Logging, managing and resolving incidents and service requests through to completion.
• Troubleshooting hardware, software and Microsoft 365 related issues.
• Supporting users across Windows desktop environments and core business applications.
• Using ServiceNow to manage tickets in line with agreed service levels.
• Supporting and troubleshooting iManage where required.
• Escalating more complex issues to senior technical teams when appropriate.
• Maintaining accurate documentation and updating knowledge articles.
• Working collaboratively with colleagues across IT to deliver an excellent support service.

• Experience as an IT Support Engineer.
• Microsoft 365 support and administration
• ServiceNow ideally but any other ticketing software acceptable
• iManage (preferred)
• Strong customer facing/customer service experience
• Windows desktop support
• Active Directory and user administration
• General hardware, software and troubleshooting
• Remote support tools