Bristow Holland is excited to be working with a growing organisation in Bury St Edmunds to recruit an IT Support Engineer. This is a fantastic opportunity to join a business that is investing in its technology and people, offering real scope for development and progression. As an IT Support Engineer, you will be the first point of contact for technical support, handling 1st and 2nd line issues while delivering high-quality assistance to users across multiple sites and systems. You will play a key role in diagnosing and resolving technical problems, maintaining IT infrastructure, and supporting projects that enhance performance, reliability, and the overall user experience. Key Responsibilities: Provide 1st and 2nd line support via phone, email, and remote tools Diagnose and resolve technical issues using structured troubleshooting methods Log, categorise, and track incidents through helpdesk systems Escalate complex issues to senior engineers where required Support and maintain IT systems, applications, and hardware Assist with IT projects to enhance systems and services Administer user accounts, devices, and access (e.g. onboarding/offboarding) Maintain accurate documentation and knowledge base articles Ensure excellent customer service and communication at all levels Support infrastructure availability across servers and networks Essential Skills & Experience: Experience in an IT Support / Service Desk role Strong troubleshooting and problem-solving skills Experience with ticketing systems and incident management Ability to communicate technical issues clearly to non-technical users Experience supporting Windows environments and end-user devices Desirable Skills: Knowledge of Microsoft 365 / Office 365 Experience with Active Directory and user administration Familiarity with Windows 10/11, iOS, Android Basic network troubleshooting skills Exposure to Windows Server, VMware, or Nutanix Strong organisational and time management abilities