IT Support Engineer

You’ll be part of a busy IT support desk, resolving a wide range of technical issues while delivering an excellent customer experience.

This isn’t just ticket handling - you’ll also get involved in:

• Device setup, builds and deployments
• Software and system installations
• System administration tasks
• Cyber security implementations
• Occasional project work
• Supplier and Partner support liaison, * Manage and resolve 1st and 2nd line support tickets (with scope to grow into 3rd line)
• Deliver high quality support via phone, email, remote tools and online sessions
• Prioritise and manage tickets in line with SLAs
• Communicate clearly with customers and keep them updated
• Diagnose and resolve technical issues efficiently
• Prepare and deploy desktops, laptops and other devices
• Assist with installations (hardware, software, security solutions)
• Ensure adherence to Policies, Standards and Change Management Processes.
• Identify improvements to systems and processes
• Contribute to documentation and team knowledge sharing
• Help deliver great service.

If you enjoy solving problems, working with real customers, and expanding your technical skills - this is a role where you can genuinely develop.

Depending on experience, you’ll focus on either desktop support or a enjoy a broader remit, including Microsoft 365, Cloud, Networking and Servers, Backups, and Cyber security. Why Join Us?

• Rated in the Best 50 UK Managed Service Providers
• Friendly, supportive and highly skilled team
• Strong focus on customer service and clear communication, We pride ourselves on speaking clear, non-technical English to our customers - so strong communication skills are essential., Essential:
• 2-5 years’ IT support experience (MSP / Busy Service Desk experience preferred)
• Strong Windows 11 /10 desktop support skills
• Microsoft 365 (Outlook, Office, Teams, OneDrive, 365 Tenant & User management)
• Solid troubleshooting and fault diagnosis
• Networking fundamentals (Switches, Routers, TCP/IP, DNS, DHCP, VPNs)
• Hardware build and configuration experience
• Ability to manage and prioritise support tickets
• Excellent customer communication skills
• Fair Understanding of Sharepoint.
• UK driving licence (as site visits may be required)
• Ability to manage tickets. tasks and priorities according to SLAs.

Desirable

• Active Directory / Azure AD
• Backup solutions (e.g. Veeam, Acronis)
• Firewalls (e.g. Draytek, SonicWall)
• Intune / MDM
• RMM tools
• Higher level networking (eg VLANs)

Nice to Have

• PowerShell / scripting
• Virtualisation (Hyper-V)
• Microsoft Azure
• Windows Server (2019/2022 / 2025), * Customer-focused and professional
• Confident communicating with non-technical users
• Comfortable working in a fast-paced support environment
• Organised and able to manage competing priorities
• Keen to learn and grow your technical skills
• Proactive - able to identify and fix issues early
• Good attention to Detail.

• Due to some of the work this role is presently office based.
• Occasional out-of-hours work may be required (not regular rota)
• You must be legal and eligible to work in the UK (No sponsorship available)
• You are inquiring directly to us.
• We are not an agency and a more detailed job description can be found on our website.

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