As an IT Support Engineer, you'll be responsible for providing first-line technical support to their client base, resolving issues quickly and efficiently while maintaining exceptional customer service standards. You'll also assist with client-facing installations and contribute to the delivery of small to medium-sized IT projects that enhance business performance. This is a varied and hands-on role where no two days are the same. You'll work both remotely and onsite, providing proactive IT support and guidance to a range of clients.
Responsibilities
* Provide desktop and server support across client environments
* Diagnose and resolve technical issues within defined SLAs
* Log, prioritise, and manage support tickets via the IT Helpdesk
* Escalate issues to senior engineers when necessary
* Monitor and test backup systems and data recovery processes
* Configure and install new hardware, software, and network equipment
* Manage user accounts (Active Directory and Microsoft 365)
* Support and maintain firewalls, switches, and wireless networks
* Patch and maintain client networks
* Document technical configurations and maintain up-to-date records
* Provide excellent communication and service to clients and colleagues
* You may occasionally be required to work outside standard office hours to meet client needs.
* Participation in an on-call rota is expected after 6 months of employment.
* The role involves occasional on-site work at client locations (including a local school).
Qualifications
* Minimum 1 year in a 1st Line IT Support role (Managed Services experience preferred)
* Proven experience in troubleshooting hardware, software, and networking issues
* Strong understanding of Microsoft Operating Systems and Microsoft 365
* Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN, VLAN)
* Experience maintaining firewalls (ideally SonicWALL or equivalent)
* Understanding of cybersecurity principles
* Full UK driving licence and access to a vehicle insured for business use
* Excellent communication and customer service skills
* Ability to manage multiple tasks and meet tight deadlines
Desirable Skills
* Experience supporting Windows Server environments
* Active Directory and Group Policy management
* Microsoft Hyper-V administration
* Experience delivering IT projects end-to-end
* Familiarity with VOIP, Web Hosting, DNS, and Azure
* Exposure to Remote Desktop Services, Apple, or Linux systems
* Microsoft 365 Certified (Administrator Expert or equivalent)
Benefits
* Competitive salary and bonus scheme
* Enhanced pension plan
* 22 days annual leave, plus bank holidays (and continuous service rewards)
* Professional development and certification support
* Company commission + performance bonuses
* A supportive culture promoting work-life balance
* Access to mental health support resources
This fast-growing IT consultancy is recognised for their proactive approach to IT support and strategic consultancy. Their clients understand the value of reliable, secure, and high-performing systems, and they're committed to providing the very best service possible. They aim to be the most trusted IT provider in the region, with a team proud to represent an organisation known for its professionalism, technical excellence, and outstanding client care.
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