IT Support Engineer

We are a family-run IT solutions business providing professional IT support and services to business and home users across Kent.

We pride ourselves on our friendly, trustworthy, reliable and flexible approach. We believe good IT support isn’t just about fixing technical problems - it’s about building strong relationships with our clients, understanding what they need and providing a service they can depend on.

Our clients range from businesses requiring ongoing IT support and management through to home users who simply need some friendly technical assistance. Our clients also have very different levels of technical knowledge, so we always aim to make IT straightforward and approachable.

Being patient, personable and able to communicate clearly is therefore just as important to us as technical ability.

We are looking for a dynamic, proactive and reliable Self-Employed IT Support Engineer to work alongside us and provide technical support to our clients.

You will provide both remote and on-site support, helping end users with day-to-day IT issues as well as assisting with hardware, software, Microsoft 365, user administration and the deployment of new IT solutions.

The role would suit someone who is comfortable working independently, enjoys troubleshooting and is confident dealing directly with both business and home users.

Key Responsibilities

Your responsibilities will include:

• Providing friendly and professional help desk support to end users.
• Providing technical support to both business and home users.
• Diagnosing and resolving hardware, software and operating system issues promptly.
• Troubleshooting Windows and macOS devices.
• Supporting Microsoft 365, including the Office applications and associated Microsoft cloud services.
• Setting up and managing user accounts, permissions and access within Microsoft 365 and Active Directory environments.
• Troubleshooting desktop computers, laptops, servers and peripherals.
• Supporting basic network, Wi-Fi and internet connectivity troubleshooting.
• Installing, configuring and replacing computer hardware and peripherals.
• Assisting with the deployment and configuration of new hardware and software solutions.
• Setting up new users, computers and other IT equipment.
• Using our ticketing and support systems to record work, document issues and keep support requests updated.
• Providing remote support as well as attending businesses and customers’ homes when required.
• Conducting basic end-user training and explaining new systems or processes where required.
• Escalating issues where appropriate and communicating clearly throughout the support process.
• Maintaining a professional and security-conscious approach when working with client systems and data., Due to the nature of the role and the access you may be given to our clients’ systems and premises, applicants must:
• Have their own reliable vehicle and be able to travel to business and residential client sites across Kent as required.
• Have the right to work in the UK.
• Provide and maintain their own suitable laptop and tools required to carry out IT support work.
• Maintain a high level of confidentiality and discretion when dealing with client information, systems, credentials and business or personal data.
• Follow appropriate cybersecurity and data protection practices when accessing, storing or handling client information.
• Keep their own devices appropriately secured and protected when being used for client work.
• Be trustworthy and responsible when provided with access to client homes, business premises, systems and infrastructure.
• Follow Tech Kent’s security procedures and client-specific requirements when carrying out work on our behalf., This is a self-employed contractor position rather than a permanent employed role.

Work will include a mixture of remote support, help desk work and on-site visits to businesses and home users across Kent. The amount and type of work may vary depending on client requirements.

You will work alongside Tech Kent and will be expected to maintain the same friendly, trustworthy, reliable and flexible approach that our clients have come to expect from us.

As a small family-run business, we’re looking for someone we can build a trusted working relationship with and who can become a reliable part of our extended technical team.

We are looking for someone with good practical knowledge of:

• Windows desktop operating systems, including Windows 10 and Windows 11.
• Microsoft 365 and the Microsoft Office suite.
• Windows Server environments.
• Active Directory user accounts, groups and permissions.
• macOS support and troubleshooting.
• Desktop and laptop hardware.
• Printers, peripherals and other common IT equipment.
• General network, Wi-Fi and internet connectivity troubleshooting.
• Installing and configuring hardware and software.

Previous experience in a technical support, help desk, MSP or IT support role would be advantageous but is not essential. We are more interested in finding someone with good technical ability, the right attitude and a willingness to learn., Technical knowledge is important, but trust, reliability and the way you work with our clients are equally important to us.

You should be:

• Friendly, approachable and professional.
• Trustworthy and respectful when entering clients’ homes or business premises.
• Reliable and able to follow through on agreed work.
• Flexible and willing to adapt to different clients, environments and situations.
• A confident communicator who can explain technical issues clearly without unnecessary technical jargon.
• Patient when supporting users with different levels of technical knowledge.
• Proactive and willing to investigate problems rather than simply pass them on.
• Able to think analytically and diagnose technical problems accurately.
• Comfortable working independently and taking ownership of assigned jobs.
• Organised, with good time management.
• Willing to learn new technologies and solutions.
• Comfortable representing Tech Kent professionally when dealing directly with our clients.