IT Support Engineer

Job Purpose

The IT Support Engineer will provide technical support and assistance to employees across the organisation, ensuring that computer systems, software, hardware and network infrastructure operate effectively, securely and with minimal disruption. The role involves diagnosing and resolving technical problems, maintaining IT infrastructure, supporting users, managing incidents and implementing appropriate technical solutions in accordance with the organisation’s IT policies, procedures and security requirements.

The post holder will act as a key point of contact for IT-related issues and will work collaboratively with internal teams, suppliers and other technical specialists to maintain reliable and efficient IT services.

Key Responsibilities

• Provide first- and second-line technical support to employees for hardware, software, operating system, networking and access-related issues.
• Diagnose, investigate and resolve technical faults within agreed service levels, escalating complex issues where appropriate.
• Install, configure, maintain and troubleshoot desktop computers, laptops, monitors, printers, mobile devices and other IT equipment.
• Configure and support Microsoft Windows operating systems, Microsoft Office applications and other business-critical software.
• Provide technical support for Windows Server environments and assist with the administration of Active Directory, including user accounts, permissions, password management and access controls.
• Monitor and maintain organisational network infrastructure, including LAN, TCP/IP, DNS, DHCP, VPN connections, switches and firewalls.
• Investigate network connectivity, performance and security issues and implement appropriate corrective measures.
• Support remote-access and VPN services to enable secure access to organisational systems.
• Assist with the deployment, configuration, updating and maintenance of software applications using appropriate enterprise management tools, including SCCM where required.
• Manage and monitor IT incidents, service requests and technical problems using service management and ticketing systems such as ServiceNow, Jira or BMC Remedy.
• Maintain accurate records of IT assets, equipment, software installations, incidents, resolutions and user support activities.
• Carry out hardware upgrades, replacements, configuration and preventative maintenance.
• Troubleshoot software and operating-system issues across supported Windows, macOS and Linux environments where required.
• Assist with the implementation of IT security controls, including access management, endpoint protection, firewall configuration and secure remote access.
• Follow organisational policies relating to information security, data protection, acceptable use, access control and IT governance.
• Assist in identifying recurring technical issues and contribute to root-cause analysis and preventative solutions.
• Maintain clear and accurate technical documentation, including procedures, troubleshooting guides, system information and configuration records.
• Support IT projects, system upgrades, software deployments and infrastructure changes as directed by senior IT personnel.
• Liaise with third-party IT service providers, software suppliers and hardware vendors when required.
• Provide clear and professional technical guidance to non-technical users and ensure that users receive an appropriate level of customer service.
• Maintain confidentiality and protect organisational information and systems from unauthorised access.
• Keep technical knowledge up to date and undertake relevant training to maintain competence in current IT systems, technologies and security practices.
• Undertake any other reasonable IT support duties consistent with the responsibilities and seniority of the position.

Required Skills and Technical Knowledge

The successful candidate should demonstrate:

• Strong knowledge of desktop and technical support environments.
• Practical knowledge of computer hardware, operating systems and software troubleshooting.
• Good understanding of networking principles, including LAN, WAN, TCP/IP, DNS, DHCP and VPN technologies.
• Experience troubleshooting network connectivity and TCP/IP-related issues.
• Knowledge of Windows operating systems and Windows Server environments.
• Practical understanding of Microsoft Active Directory, user accounts, permissions and access management.
• Familiarity with macOS and Linux operating systems.
• Understanding of firewall configuration, network security and secure remote-access technologies.
• Experience with hardware installation, configuration, maintenance and fault diagnosis.
• Familiarity with Microsoft Office and common business applications.
• Experience or familiarity with IT service management and ticketing platforms such as ServiceNow, Jira or BMC Remedy.
• Knowledge of software deployment and endpoint-management technologies such as SCCM.
• Strong analytical and problem-solving skills, including the ability to identify the underlying cause of technical problems.
• Ability to prioritise incidents and manage multiple technical issues effectively.
• Strong written and verbal communication skills.
• Ability to explain technical matters clearly to users with limited technical knowledge.
• Strong attention to detail and a methodical approach to troubleshooting.
• Ability to work independently while also contributing effectively as part of an IT team.

Qualifications and Experience

• A relevant qualification in Information Technology, Computer Science, Networking or a related discipline is desirable.
• Relevant professional IT certifications or industry training would be advantageous.
• Previous experience in an IT support, service desk, desktop support, network support or technical support environment is desirable.
• Experience supporting business users and resolving technical incidents within defined service levels is advantageous.
• Practical experience with Microsoft technologies, networking and IT service management tools would be beneficial.

Working Requirements

The role requires the employee to:

• Work collaboratively with colleagues and provide professional technical support to internal users.
• Respond to IT incidents and service requests within the organisation’s established procedures and service-level requirements.
• Maintain accurate and timely records of all support activities.
• Handle confidential business and user information responsibly.
• Comply with applicable UK legislation, organisational policies and procedures relating to employment, health and safety, information security, confidentiality and data protection.
• Follow the organisation's information-security and IT governance requirements at all times.

Performance Expectations

The IT Support Engineer will be expected to maintain a high standard of technical support, minimise system downtime, resolve incidents efficiently, maintain accurate IT records and contribute to the continuous improvement of the organisation's IT infrastructure and support services.

The employee will be assessed on technical competence, incident-resolution performance, service quality, communication, adherence to security procedures, documentation standards and their contribution to the reliability and continuous improvement of the organisation's IT systems.

Pay: From £33,400.00 per year

Work Location: In person