IT Support Engineer

Synergize Consulting are now hiring for an IT Support Engineer to work at a leading consultancy client on a contract basis.

The successful candidate will provide technical assistance across a broad range of end-user technologies, taking ownership of escalated incidents and service requests and ensuring issues are resolved efficiently and professionally.

The role is ideal for an experienced IT support professional who enjoys variety, is confident troubleshooting hardware and software issues, and takes pride in delivering excellent customer service., * Take ownership of escalated incidents and service requests, ensuring timely resolution in line with agreed SLAs and ITIL processes.

• Provide hands-on laptop, desktop and peripheral support, including hardware troubleshooting, repairs, rebuilds and device replacements.
• Build, configure, deploy and maintain end-user devices, ensuring accurate asset records and appropriate stock management.
• Troubleshoot Windows 10/11, Microsoft 365 and end-user applications, including operating system builds, imaging, drivers, BitLocker and user profile issues.
• Perform routine Active Directory administration, including user and computer accounts, group memberships, password resets and account lockouts.
• Provide technical support across managed printing services, including printer installations, troubleshooting and consumables management.
• Deliver onsite and walk-in technical support, assisting users with device issues, new starter setups and general IT queries.
• Support meeting room and conference room technology, including audiovisual equipment, connectivity and event-related technical requirements.
• Provide professional and responsive support to senior stakeholders and VIP users.
• Carry out basic network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi and VPN connectivity, as well as physical network patching.
• Undertake first-level infrastructure checks and provide hands-on support to infrastructure teams and third-party suppliers.
• Escalate complex technical issues appropriately, ensuring investigations are supported by accurate diagnostic information.
• Maintain technical documentation and knowledge articles, share expertise with colleagues and contribute to continuous service improvement.
• Support device refreshes, technology deployments and other operational IT activities as required.

• Experience working in an IT service desk, desktop support or end-user computing support role within a medium or large organisation.
• Ideally, some experience providing second-line support, although strong first-line support professionals looking to progress will also be considered.
• Good hands-on experience troubleshooting and repairing enterprise laptops, desktops and peripherals, ideally HP, Lenovo or Dell.
• Strong working knowledge of Windows 10/11 and Microsoft 365 troubleshooting.
• Experience with device builds, imaging, drivers, BitLocker, software installations and endpoint troubleshooting.
• Practical experience administering Active Directory, including user accounts, groups and basic Group Policy troubleshooting.
• Experience supporting managed printing environments.
• A good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN.
• Familiarity with physical network connectivity, including CAT5 and fibre patching.
• A basic understanding of Windows Server and infrastructure services, with the ability to undertake initial checks and escalate issues effectively.
• Experience working within ITIL-aligned service management processes, managing incidents and requests against agreed SLAs.
• Familiarity with IT service management platforms such as ServiceNow.
• Excellent customer service and communication skills, with the confidence to support users at all levels of an organisation.
• Due to the nature of the client, it would be an advantage for candidates to hold, or be eligible and willing to undergo, a certain level of security clearance (DV)