IT Engineer (1st/ 2nd Line Support)

To provide first and second line technical support for all IT systems, infrastructure, and end users across the company, both on-site and remotely.

To diagnose, resolve, and escalate IT hardware, software, networking, and access-related incidents in a timely and professional manner.

To support the deployment, maintenance, and lifecycle management of IT equipment and systems, ensuring continuity of business operations.

1.2 Primary Objectives

To respond to, log, diagnose, and resolve IT incidents and service requests efficiently using the company IT ticketing system.

To support and maintain end-user computing environments, network connectivity, Microsoft 365 services, and virtualised systems while ensuring compliance with company policies and security standards.

1. Main Duties

2.1 Provide 1st and 2nd line support to staff, assisting with logged IT-related incidents and service requests.

2.2 Diagnose and resolve hardware, software, operating system, application, and peripheral issues.

2.3 Provide support for VPN connectivity and remote access issues.

2.4 Answer phone calls and deal with face-to-face IT helpdesk enquiries.

2.5 Log, prioritise, update, and resolve incidents using the IT ticketing system.

2.6 Install, configure, prepare, maintain, and decommission IT equipment.

2.7 Organise delivery, return, and asset tracking of IT equipment.

2.8 Assist with document control and IT documentation.

2.9 Support user accounts, permissions, and access management.

1. Supervisory Responsibilities

No direct supervisory responsibilities.

1. Other Responsibilities

Comply with company Health & Safety, Quality Assurance, and Information Security policies.

1. Decision Making

Day-to-day IT support decisions while escalating complex issues where required.

1. Special Working Conditions

Office-based with occasional travel to other sites.

Strong knowledge of Windows Server, Windows OS, Microsoft 365, networking, virtualisation, basic SQL, and cyber security., * GCSE or equivalent (preferred), * Technical support: 1 year (preferred)

• Customer service: 1 year (preferred)

Pulled from the full job description

• Free parking
• Company pension
• Cycle to work scheme
• On-site parking, Job Types: Full-time, Permanent

Pay: £25,000.00-£26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking