IT Support Engineer - 1st/2nd Line

We are looking for a customer-focused IT Support Engineer to take ownership of day-to-day 1st line support, resolve appropriate 2nd line issues and work closely with our experienced senior IT Support Engineer on more complex escalations.

You will be a key first point of contact for our customers, providing remote IT support by telephone, Microsoft Teams/video call, email, service desk and remote-access tools.

You will diagnose and resolve common Windows and Microsoft 365 issues, keep customers informed throughout the process and escalate more complex technical problems when appropriate.

This is a varied and fast-paced role. On a typical day, you may be handling several customer support requests while also working on project tasks and internal activities. You will need to be comfortable deciding what needs attention first, managing your own workload and taking responsibility for seeing tasks through to completion.

EDGE IT Systems is a fully remote business. Working effectively from home is therefore an essential part of the role, not simply a benefit. You must be self-motivated, dependable and comfortable working independently while staying closely connected with the rest of the team.

Key Responsibilities

• Act as a first point of contact for customers requiring IT support.
• Provide friendly, patient and professional support by telephone, Microsoft Teams/video call, email and remote-access tools.
• Troubleshoot and resolve 1st line Windows and Microsoft 365 issues using appropriate diagnostic questions and remote troubleshooting techniques.
• Investigate and resolve appropriate 2nd line issues within your level of experience, escalating deeper technical problems when necessary.
• Take ownership of support requests from initial contact through to resolution or handover, keeping customers updated throughout.
• Support users with Windows 10/11, Microsoft 365 applications, Outlook, Teams, OneDrive, SharePoint and general end-user IT issues.
• Assist with Microsoft 365 user setup, administration and migration-related tasks where required.
• Help diagnose common connectivity, email, account, device, printer and application issues.
• Record clear and useful notes within our service desk so that issues, actions and outcomes are easy for colleagues to understand.
• Work closely with our senior IT Support Engineer, providing effective first-line coverage and escalating issues with relevant troubleshooting already completed.
• Balance customer support with project and internal tasks, prioritising effectively when several demands compete for attention.
• Continuously develop your knowledge and take responsibility for identifying areas where you need to learn or improve.
• Develop and maintain expertise in our AdvantEDGE and Epitaph software products, providing technical support, troubleshooting, user guidance and onboarding assistance to ensure customers achieve maximum value from our SaaS products.
• Provide customer training to individuals and small groups via Microsoft Teams.

The product-support and training responsibilities above reflect the additional responsibilities in your edited version.

• Previous experience in an IT support, service desk or helpdesk role.
• Strong practical experience supporting Windows 10 and/or Windows 11 users.
• Hands-on experience supporting Microsoft 365 in a business environment.
• A solid 1st line support foundation, with the confidence and technical ability to investigate and resolve some 2nd line issues independently.
• Excellent spoken and written English, with a professional telephone and video-call manner.
• The patience to support users with limited technical knowledge and the ability to explain solutions clearly without unnecessary technical jargon.
• Strong problem-solving skills and a willingness to investigate rather than immediately escalate.
• The ability to manage several support requests, projects and tasks simultaneously without losing track of priorities.
• The ability to work calmly under pressure and remain professional when customers are frustrated or working under time pressure.
• Self-motivation and the ability to organise your own workload and work effectively without continual supervision.
• A suitable home-working environment and reliable internet connection for a fully remote role.

These requirements closely follow the priorities in your edited advert.

Desirable Knowledge and Experience

The following would be beneficial but are not essential:

• Microsoft 365 administration, including users, licences, MFA and common account or email issues.
• Experience migrating mailboxes, files and folders from local computers or file servers into Microsoft 365, SharePoint and OneDrive.
• Working knowledge of Active Directory and/or Microsoft Entra ID user administration.
• Basic networking knowledge, including DNS, DHCP and IP addressing.
• Experience using remote monitoring, remote-access or service desk/ticketing tools.
• Microsoft, CompTIA or other relevant IT certifications, or equivalent practical experience.

What We Are Not Looking For

This is an IT support role.

You do not need software development, server administration, firewall management, data-centre or 3rd line infrastructure experience.

We already have more experienced technical resource handling deeper 3rd line work. This role is designed to provide excellent first-line coverage, resolve suitable second-line issues and ensure more complex escalations reach the senior engineer with the appropriate initial investigation and troubleshooting already completed.

The Person Who Will Do Well Here

You are likely to enjoy this role if you like solving problems, speaking directly with customers and taking responsibility for getting things done.

You do not need to know the answer to everything. We do expect you to be comfortable asking good questions, investigating problems independently, trying to find a solution before escalating, knowing when you have reached the limits of your knowledge and communicating clearly throughout the process.

Because many of our customers and end users are not technically minded, you must be able to put yourself in the customer’s position.

Being able to patiently talk someone through a problem without making assumptions about their technical knowledge is an important part of the job.

You will also need to be comfortable working independently. Nobody will be sitting beside you managing your task list, so you must be able to organise your day, prioritise competing demands and recognise when you need to ask for assistance., * A-Level or equivalent (preferred)

Experience:

• IT support: 3 years (preferred)
• Customer support: 3 years (preferred)

Working Arrangements

• Full-time, Monday to Friday.
• Fully remote/home-based within the UK.
• Normal working hours: 09:00-17:00.
• Occasional work outside normal hours may be required where necessary to support customer uptime or planned project activity.

Salary and Benefits

• £28,000-£32,000 per annum, depending on experience.
• Company pension.
• 23 days’ annual holiday entitlement.
• Employee Assistance Programme (EAP).
• Loyalty bonus.

Pay: £28,000.00-£48,316.19 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Health & wellbeing programme
• Work from home

EDGE IT Systems has been supporting Local Councils for over 30 years with software and IT solutions.

Our customers are predominantly within local government, and many of the people you will support are non-technical users. We therefore place just as much importance on patience, communication and customer service as we do on technical knowledge.