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# IT Support Engineer

- **Company:** Estelle Manor
- **Location:** Witney, UK
- **Salary:** £36,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Business Software, Business Systems, Virtual Private Networks (VPN), Microsoft Office, Networking Basics, Microsoft SharePoint, Wi-Fi Technology, Data Logging, Office365, User Administration, Servicenow, ManageEngine, User Accounts
- **Published:** October 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1bab85c628b46f2a

## About the Role

* Experience in an IT Support, IT Technician, or 1st/2nd Line Support role.
 * Experience supporting and troubleshooting hospitality technology platforms and hardware, including EPOS, PMS, payment, and integrated business systems (booking/reservations, reporting platforms).
 * A passion for customer service and best in class IT support, ideally within a service-focused or hospitality environment.
 * A working knowledge of Microsoft 365 (Entra ID, Exchange, SharePoint, Office package) and Windows/macOS operating systems
 * Familiarity with service desk tools (e.g. ManageEngine, ServiceNow, or similar) is desirable but not essential
 * A good understanding of IT fundamentals such as hardware, software, user account management, and basic networking
 * A willingness to learn, follow processes, and develop technical skills
 * Flexibility to provide on-site support across multiple operational departments and business-critical systems.
 * Strong communication skills with a friendly, professional manner
 * A proactive, reliable, and positive "can-do" attitude

ITIL Foundation or entry-level certifications (e.g. CompTIA A+, Microsoft Fundamentals) would be advantageous but are not essential.

## Description

We are seeking a proactive and customer focused IT Support Engineer responsible for providing first and second line technical support across hardware, software, networks, and business systems. Experienced in diagnosing and resolving technical issues, managing user accounts, supporting Microsoft 365 applications, and maintaining IT equipment to ensure minimal disruption to business operations. Strong communicator with a passion for delivering excellent service, improving user experience, and working collaboratively to drive continuous improvement across the IT environment. Reliable, adaptable, and committed to resolving issues efficiently while maintaining high levels of customer satisfaction.

As an IT Support Engineer you be responsible for:

 * Acting as a primary contact for IT support requests via the service desk
 * Logging, categorising, and prioritising incidents and service requests in line with ITIL processes
 * Providing support for business applications, hardware, software, and basic network issues
 * Performing routine troubleshooting and resolving common IT problems at first contact where possible

 * Escalating complex or unresolved issues to senior team members, with clear communication and thorough documentation of the steps taken
 * Assisting with the setup, configuration, and deployment of user devices including laptops, desktops, mobile devices, and peripherals
 * Managing user accounts and access permissions in Active Directory, Microsoft 365 and other business systems
 * Maintaining accurate ticket updates and ensuring clear communication with users throughout the resolution process
 * Supporting basic connectivity issues including networks, Wi-Fi, VPN, and related equipment
 * Contributing to a positive IT service experience for colleagues and guests alike