IT Support Desk Engineer
Reports to: Head of IT
Location: Must be commutable to the Alcester Office to accommodate a Hybrid working schedule, with occasional travel to regional offices as needed.
Job Purpose:
The IT Support Desk Engineer will be an integral part of the internal IT team, delivering high-quality business-as-usual (BAU) support across the organisation. The role is responsible for triaging and resolving IT support tickets, supporting device provisioning and asset management, and helping to maintain the reliability and security of the IT environment.
This position also supports telephony and mobile device services, acting as a point of escalation with external suppliers where required, and contributing to internal IT improvements and project work.
Key Responsibilities:
* Service Desk Support: Deliver 1st and 2nd line IT support, managing Jira tickets, resolving user issues (Microsoft 365, hardware, connectivity), and providing remote/on-site assistance with excellent customer service.
* Telephony & Mobile Support: Handle setup, troubleshooting, and service requests for phones and mobile devices; manage records and consult with external suppliers for escalations.
* Devices, Accounts & Asset Management: Configure, deploy, and maintain laptops, peripherals, and mobiles; manage asset registers, procurement, onboarding/offboarding, and equipment logistics.
* Microsoft & Systems Support: Administer and troubleshoot Microsoft 365 and related tools, maintaining system reliability and clear operational handovers.
* Documentation & Training: Educate users, create support materials, and maintain documentation to standardise processes and reduce recurring issues.
* Projects & Improvement: Support IT projects and improvement initiatives to enhance business-as-usual delivery.
* Third-Party Collaboration: Work with external IT service providers for support and project delivery, ensuring effective escalation and follow-through.
Person Specification:
Education / Qualifications:
* Minimum: GCSE C/4 or above in English and Math (or equivalent) required.
* Microsoft or SharePoint/Power Platform certifications (such as PL-900, DA-100) are a plus.
* Experience: Must have IT support/helpdesk/service desk experience.
* Experience with Power Apps, Power Automate, Power BI, or SharePoint/Microsoft 365 is desirable.
Skills:
* Able to manage multiple tasks and priorities.
* Strong communication skills and confidence with stakeholders.
* Detail-oriented, resilient, and customer-focused
* Full UK Driving License Holder
Benefits:
* Business phone
* Company events & fun days
* Company pension scheme
* Referral programme
* Sick pay
* 25 days annual leave plus bank holidays
* 24/7 Employee Assistance Programme