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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Systems Support Engineer - **Company:** The Rolewe - **Location:** Manchester, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Business Systems, Cloud Computing, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Information Technology Operations, Virtual Private Networks (VPN), Microsoft Dynamics, Microsoft Security Essentials, Azure Active Directory, Microsoft SharePoint, Wide Area Networks, Microsoft InTune, Information Technology, Laptops - **Published:** June 27, 2026 - **Apply:** https://www.apply4u.co.uk/jobs/x/40154646/ ## About the Role What We're Looking ForEssentialExperience in a 1st or 2nd Line IT Support roleITIL v4 Foundation certificationStrong knowledge of:Windows OS and endpoint troubleshootingMicrosoft 365 applicationsNetworking fundamentals (DNS, DHCP, VPN, LAN/WAN)Exposure to Microsoft Dynamics 365 (CE or F&O)Experience with user access and account provisioningStrong communication, documentation, and problem-solving skills Desirable (Full Training Provided)Microsoft 365 administration (Exchange, SharePoint, Teams, Intune)Azure AD / Microsoft security toolsGenesys Cloud or voice systemsEDI systems / integrationsPowerShell or automation experience Who You AreNaturally curious with a desire to learn and developCalm under pressure, with a strong customer-focusAble to manage multiple priorities in a fast-paced environmentDetail-oriented with strong documentation habitsComfortable working independently and collaborating with global teams ## Description About the RoleWe're looking for a proactive and hands-on IT Support Engineer to take ownership of day-to-day IT operations across our office and warehouse environments. This is a key frontline role where you'll be the first point of contact for end users, ensuring issues are resolved quickly, escalated effectively, and documented to a high standard. You'll work closely with our Group Technical & Transformation Team (based in Australia), giving you exposure to global systems, modern cloud technology, and enterprise-scale operations. This role offers a clear development pathway into broader systems, infrastructure, and higher-tier support as your capability grows. What You'll Be DoingIncident Management & TriageLog, categorise, and prioritise incidents across software, hardware, access, and business systemsCarry out initial diagnosis and resolve issues where possibleCapture high-quality evidence (screenshots, timestamps, affected users, error messages, steps to reproduce)Manage ticket flow effectively, ensuring SLA adherence and reducing duplicationMonitor and report on recurring issues to support continuous improvement End User & Workplace SupportProvide hands-on support for:Laptops, desktops, printers, mobile devices, and peripheralsMicrosoft 365 and basic connectivity issuesCarry out device setups, swaps, and troubleshootingEnsure Day 1 readiness for new starters (access, applications, connectivity)Identify and escalate recurring device or user issues Business Systems Support (First Line)Support users across Microsoft-based systems, including Dynamics 365 (CE/F&O)Capture and escalate system issues with clear and accurate evidenceSupport users during system rollouts and training phasesContribute to SOPs and knowledge base improvements Vendor & Third-Party ManagementCoordinate with external suppliers for IT equipment and servicesSupport procurement, delivery, and replacement of devices and warehouse IT equipmentProvide first-line support for external systems and service portalsEscalate issues to vendors with high-quality supporting evidence Escalation & Continuous ImprovementEscalate complex issues to internal and global technical teamsSupport SLA tracking and highlight any service risks or breachesContribute to knowledge sharing and process improvement initiatives ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)