Job Purpose

The IT Support Engineer provides technical support and maintenance for the company’s IT systems, ensuring reliable availability of hardware, software, network services and end-user support. Reporting to the IT Manager, the role supports day-to-day IT operations, incident resolution, service requests and contributes to continuous improvement of support processes and documentation. The post-holder will work closely with business stakeholders, third-party suppliers and internal teams to maintain operational stability and deliver a high-quality service to users.

Key Responsibilities

Technical Support & Incident Management

Provide first and second line support for desktop, laptop, mobile devices, printers and peripherals across the business.
Troubleshoot and resolve software, hardware and network incidents in line with agreed SLAs; escalate to third-party suppliers or senior engineers where required.
Log, categorise and update incidents and service requests in the IT service management tool; maintain clear communication with end users during incident lifecycle.
Support remote and on-site users, including out-of-hours support where necessary to maintain business continuity.

Service Delivery & Requests

Process service requests such as account provisioning, password resets, access changes and hardware/software provisioning in a timely manner.
Install, configure and maintain operating systems, standard applications and company images on end-user devices.
Ensure hardware and software inventory records are accurate and maintained, including asset tagging and lifecycle tracking.
Support onboarding and leaver processes to ensure secure and efficient user access management.

Network & Systems Support

Assist with monitoring and basic administration of network devices, firewalls, Wi‑Fi and VPN services.
Support server- and cloud-based services as required, working with senior engineers and external providers on changes and incident resolution.
Perform routine maintenance tasks, system updates and patch management following approved change control procedures.

Supplier & Stakeholder Liaison

Work with third-party suppliers and managed service providers to resolve incidents, fulfil requests and support projects.
Maintain professional communication with internal stakeholders, providing regular status updates and clear guidance on issues and changes.
Escalate critical incidents promptly and assist with post-incident reviews and fault analysis.

Documentation, Governance & Continuous Improvement

Maintain accurate technical documentation, knowledge base articles and runbooks to support consistent service delivery.
Follow security policies, procedures and change control; ensure compliance with company IT governance and audit requirements.
Contribute to continual service improvement by identifying recurring issues, proposing solutions and participating in relevant projects and upgrades.

Skills & Competencies

Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
Excellent verbal and written communication skills, able to explain technical concepts to non-technical users.
Organised, with good time management and ability to manage multiple priorities under pressure.
Customer-focused with a proactive, collaborative approach to working with stakeholders and suppliers.
Attention to detail and commitment to maintaining high quality documentation and processes.

Qualifications & Experience

2+ years’ experience in an IT support or desktop support role.
Practical experience with Windows and/or macOS desktop environments, Office 365 (Microsoft 365) and common business applications.
Knowledge of networking fundamentals (TCP/IP, DNS, DHCP), VPNs and Wi‑Fi technologies.
Familiarity with IT service management tools and ticketing systems.
Relevant certifications are desirable, for example CompTIA A+, Microsoft 365, or equivalent.

Other Requirements

Ability to travel to company locations as required and to provide occasional out-of-hours or on-call support.
Right to work in the UK.
Willingness to undertake additional training and professional development.

Working Relationships

Reports to: IT Manager
Key contacts: Internal users across departments, IT team members, external suppliers and managed service providers.

Tain

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