IT Support Engineer

The role involves supporting desktop and server environments, managing user accounts and access, monitoring network performance, assisting with software deployment and system maintenance, and contributing to IT improvement projects. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and a customer-focused approach to technical support., * Provide first- and second-line technical support to end users through help desk and ticketing systems, including platforms such as ServiceNow and Jira.

• Diagnose, troubleshoot and resolve hardware, software, operating system and network connectivity issues within agreed service levels.
• Provide technical support for Windows, macOS and Linux operating systems, including system configuration, software troubleshooting and hardware-related issues.
• Install, configure, maintain and troubleshoot desktop computers, laptops, printers, mobile devices and other IT peripherals.
• Support local and wide-area network environments, including LAN/WAN connectivity, VPNs, DNS, TCP/IP, DHCP and related network services.
• Assist with the configuration and maintenance of network equipment, firewalls and other security-related technologies.
• Support Microsoft Windows Server environments and Active Directory, including user account administration, password management, permissions and access control.
• Assist with software deployment, operating system updates, patch management and configuration management using appropriate IT management tools.
• Use systems such as SCCM and BMC Remedy, where applicable, to support software deployment, incident management and technical issue resolution.
• Monitor system and network performance, investigate recurring technical issues and assist with implementing appropriate corrective measures.
• Assist with IT infrastructure upgrades, operating system migrations, network improvements, security initiatives and other technology projects.
• Maintain accurate records of incidents, service requests, system changes and resolutions within the organisation’s IT service management system.
• Develop and maintain technical documentation, user guides and knowledge-base materials to support effective issue resolution and knowledge sharing.
• Escalate complex or unresolved technical issues to appropriate internal teams or external service providers.
• Follow organisational IT policies, security procedures, access controls and data protection requirements.
• Maintain a high standard of customer service when communicating with technical and non-technical users.
• Keep up to date with relevant technologies, operating systems, security practices and IT support methodologies., This is a hands-on technical support role involving regular interaction with employees and other stakeholders. The IT Support Engineer will work closely with internal teams and technology providers to maintain effective IT operations, resolve technical issues and support ongoing improvements to the organisation’s IT infrastructure.

• Proven experience in an IT support, technical support, service desk or similar technical role.
• Strong knowledge of Windows operating systems and desktop support environments.
• Practical experience with Microsoft Windows Server and Active Directory.
• Good understanding of networking principles, including LAN/WAN, TCP/IP, DNS, DHCP and VPN technologies.
• Experience troubleshooting hardware, software, connectivity and peripheral-related issues.
• Familiarity with macOS and Linux operating systems.
• Experience using IT service management or ticketing platforms such as ServiceNow, Jira, BMC Remedy or similar systems.
• Understanding of software deployment, patch management and system configuration processes.
• Strong analytical and problem-solving skills, with the ability to diagnose technical issues systematically.
• Good understanding of IT security principles, access management and secure system practices.
• Excellent written and verbal communication skills, with the ability to explain technical matters clearly to non-technical users.
• Strong organisational skills and the ability to prioritise multiple support requests effectively.
• Ability to work independently while collaborating effectively with colleagues and other departments.

Desirable

• Experience with SCCM or other endpoint management and software deployment platforms.
• Knowledge of Microsoft 365 and cloud-based workplace technologies.
• Experience supporting network security technologies, including firewalls and VPN solutions.
• Familiarity with ITIL principles or structured IT service management practices.
• Relevant IT qualifications or certifications such as CompTIA A+, Network+, Microsoft certifications or equivalent industry experience.

Personal Attributes

The successful candidate will be:

• Customer-focused and professional in their approach.
• Proactive in identifying and resolving technical issues.
• Detail-oriented and organised when documenting support activities.
• Able to communicate effectively with users at different levels of technical knowledge.
• Comfortable working in a fast-paced environment and managing competing priorities.
• Committed to maintaining confidentiality, security and professional standards.
• Willing to learn new technologies and continuously develop their technical skills.