About Pell Frischmann
Pell Frischmann is a specialist advisory and technical consultancy operating across the built and natural environment, helping to shape a better future for the communities in which we work. We offer consultancy services, with access to specialist sister companies and partners, to support both public and private-sector clients. We work across sectors encompassing buildings, infrastructure, and regeneration.
Originally formed in 1926, we have a unique heritage in delivering client‑focused solutions that deliver value through our commercial awareness, sustainable aspirations, and innovative approach. Our distinctive future is defined by our ownership; Pell Frischmann is a part of RSBG SE, the patient capital investment arm of RAG‑Stiftung. RAG‑Stiftung is a foundation with the long‑term public purpose to deal with the environmental and social commitments resulting from the closing of Germany’s coal mining industry. RSBG SE’s mission is to generate sustainable funds for the foundation; so, our work directly contributes to the challenge of fighting global pollution and climate change.
Role Overview
We are seeking a proactive and customer‑focused IT Support Engineer to join our IT Customer Support team, providing high‑quality technical support to more than 700 users across multiple locations. This role is central to ensuring the smooth day‑to‑day running of our IT environment and will involve working closely with IT Managers, 1st Line Technicians, Infrastructure teams and wider business stakeholders. As a 2nd Line specialist, you will act as an escalation point for more complex issues, taking ownership of incidents, delivering solutions efficiently, and ensuring a consistently high standard of service. Your work will contribute directly to improving user experience, maintaining system stability, and supporting ongoing IT improvements across the organisation.
User IT Assistance (2nd Line Support)
You will provide technical support for escalated desktop, application, and hardware incidents, resolving issues that go beyond 1st Line capabilities. This includes diagnosing faults related to Windows operating systems, Microsoft 365 applications, laptops, desktops, mobile devices, printers, and peripheral equipment. You will ensure issues are investigated thoroughly, root causes are identified, and long‑term solutions are implemented where possible.
IT Request & Incident Management
A key part of the role is managing support tickets end‑to‑end. You will maintain accurate records of all interactions through the IT service desk system, ensuring requests are acknowledged promptly, updated regularly, and resolved within SLA targets. You will also keep users informed throughout, ensuring they are satisfied with both the outcome and the service they receive.
Onboarding & User Lifecycle Management
You will be responsible for preparing and configuring equipment for new starters, including building and imaging devices, creating user accounts, assigning permissions, and ensuring access to relevant systems. You will also contribute to smooth offboarding, ensuring accounts are deactivated correctly and assets are recovered.
Technical Administration & Systems Support
The role includes hands‑on administration of user accounts across systems such as Microsoft 365, Active Directory, and collaboration tools. You may also assist with troubleshooting network connectivity, VPN access, shared drives, permissions, and authentication issues, supporting the wider IT Operations team where required.
Relationship Management & Communication
Strong working relationships are essential. You will collaborate closely with colleagues, third‑party suppliers and internal teams to resolve technical issues efficiently. Your ability to communicate technical information clearly and courteously will help ensure positive experiences for both technical and non‑technical users.
IT Asset & Inventory Management
You will maintain an accurate inventory of IT hardware and software licences, ensuring stock levels are monitored and equipment is tracked throughout its lifecycle. This supports budgeting, compliance and future planning across the IT team.
Knowledgebase, Documentation & Continuous Improvement
As part of your role, you will contribute to maintaining and enhancing internal documentation. This includes updating knowledgebase articles, user guides and FAQs to support both the IT team and end‑users. You will also help identify opportunities to improve processes, reduce recurring issues and enhance service quality.
Project Support & Operational Improvements
When required, you will assist with IT projects such as device rollouts, software deployments, upgrades or system enhancements. You will work alongside senior IT colleagues to support testing, implementation and user communication, ensuring minimal disruption to the business.
Qualifications, Experience & Skills
* Relevant degree relating to IT support or equivalent.
* Any IT certifications.
* Credible IT support experience at 1st and/or 2nd line.
* Windows 11.
* Excellent interpersonal and communication skills.
* Windows Server Administration (Active Directory, Exchange, Intune).
* Network troubleshooting skills, LAN, WAN, Wi‑fi, TCP, IP.
* Excellent Troubleshooting skills in both Hardware and Software issues.
* Troubleshooting VPN issues.
* Driving Licence is essential for the role.
* HP Laptop Troubleshooting.
Why Pell Frischmann?
We are one of the UK's most influential and highly respected firms of infrastructure and built environment professionals. We provide a collaborative and supportive working environment, where you’ll have the freedom and flexibility to create your own pathway and make a real impact within the business and in the communities in which you will operate.
We'll support your ongoing personal and professional development as your career progresses, allowing you to reach your full potential. We are committed to providing equal opportunities for all, welcoming applications from all backgrounds and are delighted to be a part of the government's Disability Confident Scheme. We're happy to talk about flexible working and are committed to promoting the wellbeing of all our employees.
In addition, you’ll receive a competitive salary and other excellent benefits you can find on the link below!
Benefits
To apply for this role, please click “Apply for this job” below to complete our short application form and upload a copy of your CV. Please remove any personal details such as your home address and date of birth from your CV.
As part of the application process, you will be asked to complete a diversity monitoring form. We are committed to recruiting, retaining and developing a workforce that reflects at all grades the diverse communities that we serve. By completing this form, you will help us to monitor and analyse diversity information so that we can ensure that our recruitment processes are fair and identify opportunities to improve them. Any information provided on this form will be treated as strictly confidential and will not be seen by those involved in the selection process.
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