IT Support Engineer

We are seeking a skilled and proactive IT Support Engineer to provide effective technical support across the organisation. The role will involve diagnosing and resolving hardware, software and network-related issues, maintaining IT systems, supporting users, and ensuring the reliable and secure operation of the company’s technology infrastructure. The successful candidate will provide timely technical assistance, manage support requests, maintain accurate IT documentation, and contribute to the continuous improvement of IT services., * Provide first and second-line technical support to employees using desktop computers, laptops, mobile devices, printers and other IT equipment.

• Diagnose, troubleshoot and resolve hardware, software, operating system and connectivity issues.
• Install, configure, maintain and upgrade computer hardware, software and peripheral devices.
• Support Microsoft Windows environments and provide assistance with macOS and Linux systems where required.
• Configure and troubleshoot network connectivity, including LAN, WAN, TCP/IP, DNS, VPN, Wi-Fi, switches and firewall-related issues.
• Create and manage user accounts, permissions and access rights using Active Directory and other relevant systems.
• Support Microsoft Windows Server environments, system updates, software deployment and configuration management.
• Assist with the administration and maintenance of IT infrastructure, servers, virtual environments and business applications.
• Monitor and maintain IT systems to identify potential faults, performance issues and security concerns.
• Use IT service management and ticketing systems to record incidents, service requests, troubleshooting activities and resolutions.
• Prioritise support tickets according to urgency and business impact and ensure issues are resolved within appropriate timescales.
• Provide remote and on-site technical support using remote desktop and VPN technologies where appropriate.
• Troubleshoot Microsoft Office applications and other business software, including enterprise platforms and collaboration tools.
• Work with network and systems specialists to investigate and resolve complex infrastructure, connectivity and security issues.
• Maintain accurate documentation relating to system configurations, user accounts, IT procedures, technical solutions and troubleshooting activities.
• Assist with software installations, system upgrades, security updates, backups and routine maintenance.
• Follow company IT security procedures and help protect systems and information from unauthorised access, malware and other security threats.
• Provide guidance to users on the effective and secure use of IT systems and applications.
• Escalate complex or unresolved technical issues to appropriate internal teams or external service providers.
• Assist with IT projects, system improvements, equipment upgrades and implementation of new technologies.
• Maintain a professional and customer-focused approach when dealing with technical support requests.
• Carry out any other IT support duties reasonably required in connection with the role.

• Practical experience in IT support, technical support, service desk or a similar IT environment.
• Good knowledge of computer hardware, peripherals, operating systems and software applications.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN, VPN and Wi-Fi.
• Experience supporting Microsoft Windows operating systems and Microsoft Office applications.
• Knowledge of Active Directory, user administration and access permissions.
• Experience troubleshooting hardware, software, network and connectivity problems.
• Familiarity with Windows Server, system administration and software deployment tools.
• Experience using IT service management or ticketing systems to record and manage incidents and service requests.
• Understanding of IT security principles, including access control, firewall management, secure remote access and malware protection.
• Ability to diagnose technical problems logically and implement effective solutions.
• Good communication and interpersonal skills, with the ability to explain technical matters clearly to non-technical users.
• Strong organisational skills and the ability to manage multiple support requests and priorities.
• Ability to work independently as well as collaboratively with network, systems and other technical teams.
• A customer-focused approach with a commitment to providing timely and professional technical support.

Desirable Skills

• Experience with Microsoft Windows Server and Active Directory administration.
• Knowledge of SCCM or other endpoint management and software deployment solutions.
• Familiarity with ServiceNow, BMC Remedy, Jira or similar IT service management platforms.
• Knowledge of virtualisation technologies and cloud-based IT environments.
• Relevant IT qualifications such as CompTIA A+, Network+, Microsoft certifications or equivalent practical experience.
• Awareness of ITIL principles and structured IT service management processes.
• Experience supporting remote users and distributed working environments.

Personal Attributes

The successful candidate should be technically capable, analytical, reliable and proactive, with a strong approach to problem-solving. They should demonstrate excellent customer service, attention to detail, effective communication and the ability to remain calm and organised when dealing with technical issues and competing priorities.