Permanent | 37.5 hours per week | Salary: £25,000 - £30,000 per annum | Location: Coventry About the role We are looking for an experienced and customer-focused IT Support Engineer to join our IT team at the Heart of England Co-operative Society. Reporting to the Head of IT, you will play a critical role in supporting colleagues across the business by maintaining IT systems, resolving technical issues, and ensuring our technology infrastructure operates smoothly and securely. This is a hands-on role that will suit someone who enjoys problem-solving, working across a varied estate, and providing high-quality technical support in a fast-paced environment. Key responsibilities As an IT Support Engineer, you will: Provide face-to-face and remote support to colleagues using Line of Business applications Install, configure, and maintain computer hardware, operating systems, and software Monitor and maintain computer systems, servers, and networks Diagnose and resolve hardware, software, and network faults, escalating where appropriate Manage helpdesk tickets, prioritising workloads effectively Set up and manage user accounts, profiles, and password resets Perform routine system maintenance including updates, patches, and backups Monitor system performance and take proactive action to ensure stability and efficiency Support and maintain IT infrastructure, including servers and networking equipment Implement and support IT security controls and policies Maintain accurate documentation for systems, processes, and troubleshooting Support the rollout and testing of new applications and technologies Participate in the out-of-hours on-call rota (1 week in 4) About you You will be an experienced IT support professional with a strong technical foundation and a customer-first mindset. You will be comfortable working independently as well as collaboratively, and able to communicate technical information clearly to non-technical colleagues. Essential requirements: Proven experience in IT support and troubleshooting within a professional environment Strong working knowledge of: Windows Server 2022 Microsoft 365 Active Directory Windows desktop operating systems Break/fix hardware support Excellent problem-solving, organisational, and communication skills A full UK driving licence 5 GCSEs (Grades A-C or equivalent), including Maths and English Flexibility to work outside standard hours and take part in the on-call rota Desirable experience and knowledge: ITIL Foundation certification Retail or multi-site environment experience Project delivery experience Exposure to technologies such as Azure / Entra ID, SQL, virtualisation, VLANs, SD-WAN, and 3CX phone systems Why join Heart of England Co-operative Society? We are a values-led, community-focused organisation that reinvests profits back into the areas we serve. Joining us means becoming part of a supportive and collaborative team where your contribution makes a real difference. In return, we offer: Competitive salary Opportunities to develop your technical skills and progress your career A supportive working environment with a strong sense of purpose