IT Support Engineer required by a market leading client based in St Athan, South Wales. This will be an onsite role providing 1st and 2nd Line support within a varied technical environment to a user based in both the UK and the US.
This role is ideal for someone with strong telephone and desktop support experience who enjoys troubleshooting complex issues, supporting users, and contributing to continuous improvement of IT systems and services.
Key Responsibilities
* Provide 1st and 2nd line support for end users, resolving escalated technical issues across hardware, software and systems.
* Troubleshoot and support Windows desktop environments.
* Support and administer Active Directory, including users, groups and Group Policy.
* Install, configure and maintain PCs, laptops, mobile devices and peripherals.
* Manage and resolve incidents and service requests through the IT ticketing system.
* Perform root cause analysis and implement long-term fixes.
* Support Microsoft 365 services including Exchange Online, Teams, OneDrive and SharePoint.
* Assist with system upgrades, deployments and IT projects.
* Maintain clear technical documentation and knowledge base articles.
* Provide a high level of customer service and technical guidance to users.
* Ensure systems are kept secure, patched and up to date.
Essential Skills & Experience
* Knowledge of Windows 10/11 and Windows Server environments.
* Experience supporting Active Directory, Group Policy and user management.
* Solid understanding of desktop, laptop and hardware troubleshooting.
* Experience with Microsoft 365 / Office 365.
* Familiarity with IT service management tools (ticketing systems).
* Good understanding of IT security best practices.
* Strong problem-solving and diagnostic skills.
* Excellent communication skills and ability to support non-technical users.
* Ability to work independently and as part of a team.
Desirable Skills
* Basic to intermediate networking knowledge (LAN/WAN, DNS, DHCP, TCP/IP).
* Experience with virtualisation technologies (VMware, Hyper-V).
* Exposure to cloud platforms such as Azure or AWS.
* Knowledge of PowerShell or other scripting for automation.
* Experience with backup, patching and monitoring tools.
* IT certifications such as CompTIA, Microsoft, or similar.
Benefits:
* Company pension scheme
* Ongoing training and development
* Supportive IT team environment