IT Support Engineer

We are seeking a practical, customer-focused IT Support Engineer to provide on-site hands-and-feet support and day-to-day technical assistance for end users. The role supports desktops, laptops, mobile devices, meeting rooms, printers, network-connected equipment, and Microsoft 365 applications. The successful candidate will work closely with remote and senior IT teams, take ownership of incidents and service requests, follow security and change-control procedures, and maintain accurate technical and asset documentation., 1. On-Site Hands-and-Feet Support

• Provide on-site assistance for tasks directed by remote infrastructure, network, security, and application support teams.
• Install, configure, relocate, replace, and decommission desktops, laptops, monitors, docks, printers, servers, network devices, cabling, and peripherals.
• Perform visual checks, cable tracing, power cycling, port checks, device reseating, console access, and other approved physical interventions in offices, server rooms, and communications areas.
• Support office moves, new-starter setups, leaver equipment collection, meeting-room readiness, and planned IT change activities.

1. End-User computing Support * Provide first- and second-line support for Windows and macOS devices, mobile devices, peripherals, printing, audio/video equipment, and common business applications. * Use remote-support tools where appropriate and maintain clear communication with users throughout the ticket lifecycle. * Escalate unresolved, high-impact, or security-related issues with complete diagnostic information and follow through to closure. * Support Microsoft 365 applications and services, including Outlook, Teams, Intune, OneDrive, SharePoint, Word, Excel, PowerPoint, and Microsoft features. * Assist with user onboarding and offboarding tasks such as account setup, license assignment, group membership, shared mailbox access, distribution lists, and permissions, subject to approved procedures. * Prepare and deploy endpoints using approved build, enrolment, patching, encryption, antivirus/EDR, * Assist with Microsoft Entra ID and endpoint-management activities such as device registration, group-based access, password resets, multi-factor authentication enrolment, and basic Intune troubleshooting, within delegated permissions.

2. Security Responsibilities * Follow company security policies for identity verification, acceptable use, privileged access, removable media, data handling, and clean-desk practices. * Assist with basic security remediation, evidence collection, device isolation, and user communication under the direction of the security or senior IT team. * Recognize and promptly report suspected phishing, malware, account compromise, data loss, unauthorized access, or unusual device behavior. * Troubleshoot basic wired, wireless, VPN, DNS, DHCP, and network-connectivity issues using approved diagnostic methods. * Coordinate with vendors and service providers for site visits, warranty repairs, circuit issues, and equipment replacement. * Maintain accurate hardware, software, warranty, stock, assignment, and disposal records throughout the asset lifecycle. * Complete routine health checks, inventory audits, patching follow-up, equipment testing, and preventative maintenance. * Support change activities, projects, audits, business-continuity tests, and emergency response tasks as assigned. * Identify opportunities to improve support quality, standardization, automation, user experience, and security posture., * Role requires regular on-site presence and may involve walking between work areas, working in server or communications rooms, and using ladders or basic hand tools where permitted. * Ability to safely lift and move typical IT equipment, subject to company health-and-safety requirements and use of appropriate assistance or lifting equipment. * Occasional work outside normal business hours may be required for planned changes, office moves, urgent incidents, or project activities. * Local travel between company sites or vendor locations may be required, where applicable.

• Working knowledge of Windows 10/11 and basic familiarity with Microsoft Server OS, macOS, iOS, and Android.
• Practical understanding of Microsoft 365 apps and web applications, Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Basic knowledge of Microsoft Entra ID, multi-factor authentication, user/group administration, and endpoint management concepts such as Microsoft Intune.
• Ability to diagnose common hardware, software, printer, peripheral, meeting-room, and network-connectivity issues.
• Foundational networking knowledge, including TCP/IP, Wi-Fi, VPN, DNS, DHCP, switches, patching, and structured cabling.
• Awareness of cybersecurity practices, including phishing prevention, and MFA hygiene, least privilege, patching, encryption, antivirus/EDR, data protection, and incident escalation.
• Experience using a ticketing or IT service management system and documentation
• Clear written and verbal communication, professional customer service, and the ability to explain technical issues to non-technical users.
• Strong attention to detail, time management, prioritization, ownership, and willingness to learn., * High school diploma or equivalent required; an associate degree, diploma, apprenticeship, or other technical qualification in IT is preferred.
• Approximately 2-4 years of hands-on IT support experience is preferred;
• Relevant certifications such as Network+, Security+, Microsoft 365 Fundamentals, Azure Fundamentals, or ITIL Foundation are advantageous but not mandatory.
• Experience supporting Microsoft 365, Windows endpoints, user accounts, printers, meeting rooms, and basic network connectivity is desirable.