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.
