IT Support Engineer

We are seeking a technically capable and customer-focused IT Support Engineer to provide onsite support across office and manufacturing environments. You will deliver face-to-face technical assistance, troubleshoot a broad range of incidents and service requests, and support users within a modern enterprise IT environment. The position is fully site-based, five days per week, with occasional travel to other UK locations.

Role & Responsibilities

As the IT Support Engineer, your responsibilities will include:

• Acting as the primary point of contact for IT incidents and service requests received through the IT Helpdesk platform, telephone and email.
• Diagnosing and resolving 1st and 2nd line technical issues within agreed SLAs.
• Escalating complex issues to internal specialists or third-party suppliers.
• Accurately documenting incidents, requests, resolutions and technical procedures.
• Building, configuring and deploying desktops, laptops and mobile devices.
• Managing endpoint lifecycles, including hardware refreshes, warranties and asset tracking.
• Deploying operating systems using MDT, WDS or equivalent technologies.
• Installing and supporting printers, scanners, conferencing equipment and peripheral devices.
• Providing 1st and 2nd line support for LAN, WAN and wireless infrastructure.
• Assisting with Cisco switching and wireless infrastructure administration, monitoring and troubleshooting.
• Diagnosing TCP/IP, DNS, DHCP, VPN and Wi-Fi connectivity issues.
• Supporting user provisioning, permissions and shared resources.
• Ensuring compliance with corporate IT standards and security policies.
• Escalating security incidents and promoting cyber security best practice.
• Producing technical documentation, knowledge base articles, user guides and standard operating procedures.
• Identifying recurring incidents and recommending long-term improvements.
• Supporting IT projects, including hardware deployments, office moves and infrastructure upgrades.
• Providing user guidance on Microsoft 365, Teams and standard business applications.
• Issuing IT equipment to new starters and supporting their initial system setup.

• Experience supporting Windows 11.
• Knowledge of Microsoft Teams and Microsoft 365.
• Experience with Active Directory.
• Knowledge of endpoint security platforms such as Microsoft Defender, Sophos, SentinelOne or similar.
• Experience with WDS, MDT or equivalent deployment technologies.
• Strong troubleshooting and analytical capabilities.
• The ability to explain technical information clearly to non-technical users.
• The ability to prioritise tasks and manage multiple support requirements.
• Flexibility to support planned out-of-hours maintenance and project work when required.
• A full UK driving licence and the ability to travel occasionally to UK sites, including Nottingham and Telford.