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# Support Engineer

- **Company:** Shape IT Recruitment
- **Location:** Stoke-on-Trent, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Monitoring of Systems, Test Management, SC Clearance, Patch Management
- **Published:** July 26, 2026
- **Apply:** https://shapeitrecruitment.co.uk/it-jobs/24-7-support-engineer/

## About the Role

* Minimum of 3 years' experience in IT Support, covering 2nd and some 3rd line duties.
 * ITIL V3/4 Foundation or above.
 * Relevant IT qualifications (BTEC, A Levels, HND/HNC, Degree) and certifications.
 * Ability to work autonomously and as part of a team.
 * Excellent communication skills to convey technical issues to non-technical users.
 * Commitment to continual development of technical skills.
 * Experience in managed service environments and awareness of ITIL best practices.
 * Experience in build, test, and implementation of systems, along with 3rd line operational support.
 * Effective communication skills with internal and external stakeholders.
 * Willingness to work flexibly in response to changing organisational requirements.

Security Clearance:

 * UK Security Check (SC) clearance is required. Candidates must possess or be eligible to obtain SC clearance, with the potential for UK Developed Vetting (DV) clearance.

## Description

Are you ready to take your IT career to the next level? My client is seeking a skilled and dedicated 24×7 Engineer to join their new 24×7 operations team based in Stoke on Trent. This is a fantastic opportunity to play a crucial role in maintaining and enhancing IT infrastructure, ensuring optimal performance and reliability.

Role Responsibilities:

 * Incident Management: Resolve complex incidents efficiently to maintain high service levels.
 * Patch Management: Regularly test and patch systems to ensure security and functionality.
 * Monitoring and Troubleshooting: Monitor system performance and troubleshoot issues across various technologies.
 * Documentation: Accurately document actions, system changes, updates, and testing activities.
 * Communication: Maintain effective communication with team members and manage incident communications.
 * Test Management: Follow detailed test plans, conduct thorough testing, and report findings.
 * Continuous Improvement: Contribute to the continuous improvement of processes and services.

Working Hours:

 * Initially standard day hours, transitioning to a 12-hour shift pattern (4 days on, 4 days off) including nights and weekends.


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