Job Description About the Role We are seeking a skilled and proactive IT Support Engineer to join our small IT team. As the primary point of contact for IT queries and issues, you will provide hardware and software support to internal staff, manage user accounts and permissions, and help maintain business-critical systems. Key Responsibilities Technical Support Act as the first point of contact for all IT support requests (email, chat, helpdesk, phone) Diagnose and troubleshoot hardware and software issues, escalating complex problems where appropriate diagnose and troubleshoot technical problems efficiently, escalating complex issues where appropriate Install, configure, and update applications on Windows and MacOS devices Provide clear guidance to users on software functionality and best practices Hardware Management Support and troubleshoot Windows laptops and other end-user devices Perform hardware upgrades, repairs, and replacements Deploy new hardware to staff (if local to Milton Park office) Maintain an accurate inventory of IT hardware assets User Account and Access Management Create, modify, and deactivate user accounts in Active Directory and Microsoft 365 Manage user roles, permissions, and group memberships across multiple platforms Administer access to cloud-based solutions including Jira and other business applications Ensure timely offboarding maintain security compliance standards Systems and Infrastructure Support Working closely with the IT System Administrator to support business systems Maintain up-to-date technical documentation, configuration guides and knowledge base articles Technologies Used Operating Systems & Infrastructure: Windows Server 2008-2016, Windows 11, MacOS, VMware Microsoft Cloud Services: Microsoft 365 / Office 365, Entra ID (Azure AD), Intune, SharePoint online Cloud & Infrastructure: AWS Business Applications: Jira, Confluence Security & Management: NinjaOne RMM, Harmony SASE, Webroot/Opentext AV