Job Description
IT Support Engineer
Working pattern: Office based with regular client site work
Contract: Permanent, full time
Salary: £26,000-£29,000 plus £300 per month car allowance and mileage at 45p per mile
About the role
You will be the first point of contact for users, providing excellent customer service while resolving hardware, software and network issues. You will triage and log tickets, monitor Datto RMM alerts, fix issues remotely and on site, and escalate when appropriate. The role includes structured learning and a clear path to progress into a field engineer position.
What you will do
1. Deliver friendly, professional support across phone, portal and email
2. Log and manage tickets with accurate notes, priority and status updates
3. Diagnose and resolve Windows and macOS issues, printers and peripherals
4. Administer Microsoft 365 including SharePoint, OneDrive and Outlook
5. Monitor Datto RMM, respond to alerts, perform remote remediations and patching tasks
6. Set up new starters, user accounts and permissions, and maintain asset records
7. Support basic server and infrastructure tasks under guidance
8. Configure and support VoIP where required
9. Escalate incidents and problems in line with SLAs, and follow through to closure
10. Produce clear knowledge articl...