It Support Engineer FTC

Advanced Incident Management & Resolution

• Diagnose and resolve hardware, software, and network-related issues across varying levels of complexity
• Analyse and troubleshoot system faults, service disruptions, and performance issues
• Manage and resolve incidents and service requests within agreed SLAs

Technical Support & System Maintenance

• Install, configure, and maintain hardware and software components
• Support infrastructure environments including servers, networking equipment, and core business applications
• Work collaboratively with service desk engineers and specialist IT teams to resolve more advanced technical issues

User Support & Collaboration

• Work closely with end users to understand issues and provide clear, effective technical support
• Support escalated technical queries requiring deeper infrastructure or systems knowledge
• Share knowledge and contribute towards team development on recurring or complex technical issues

Documentation & Continuous Improvement

• Maintain accurate records of troubleshooting activity, resolutions, and system changes
• Contribute towards internal knowledge base articles and support documentation
• Identify opportunities to improve support processes, efficiency, and service delivery standards

Candidate Profile

Our client is open to individuals who meet the core technical requirements through either direct experience or transferable technical backgrounds. Additional certifications and specialist skills will be considered advantageous.

• Proven experience within a 2nd Line, 3rd Line, or similar technical support environment
• Strong troubleshooting knowledge across hardware, software, networking, and infrastructure
• Experience supporting Windows and/or Linux server environments
• Strong understanding of diagnosing and resolving infrastructure-related issues
• Familiarity with ITSM and ticketing platforms. Experience with ManageEngine ServiceDesk Plus would be beneficial
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Strong organisational and workload management skills
• Ability to work both independently and collaboratively within a wider IT team

Desirable Experience

• Relevant certifications such as MCP, CompTIA Network+, ITIL Foundation, or similar
• Experience with cloud technologies including Entra, Microsoft 365, and Exchange
• Exposure to scripting or automation tools such as PowerShell
• Understanding of IT security principles and best practices
• Previous experience within a customer-facing technical support environment

This is an excellent opportunity to join a forward-thinking organisation offering a supportive environment, strong technical exposure, and genuine long-term career development within a growing business.