About the role
We are looking for an experienced and customer-focused IT Support Engineer to join our IT team at the Heart of England Co-operative Society. Reporting to the Head of IT, you will play a critical role in supporting colleagues across the business by maintaining IT systems, resolving technical issues, and ensuring our technology infrastructure operates smoothly and securely.
This is a hands-on role that will suit someone who enjoys problem-solving, working across a varied estate, and providing high-quality technical support in a fast-paced environment.
Key responsibilities
As an IT Support Engineer, you will:
* Provide face-to-face and remote support to colleagues using Line of Business applications
* Install, configure, and maintain computer hardware, operating systems, and software
* Monitor and maintain computer systems, servers, and networks
* Diagnose and resolve hardware, software, and network faults, escalating where appropriate
* Manage helpdesk tickets, prioritising workloads effectively
* Set up and manage user accounts, profiles, and password resets
* Perform routine system maintenance including updates, patches, and backups
* Monitor system performance and take proactive action to ensure stability and efficiency
* Support and maintain IT infrastructure, including servers and networking equipment
* Implement and support IT security controls and policies
* Maintain accurate documentation for systems, processes, and troubleshooting
* Support the rollout and testing of new applications and technologies
* Participate in the out-of-hours on-call rota (1 week in 4)
About you
You will be an experienced IT support professional with a strong technical foundation and a customer-first mindset. You will be comfortable working independently as well as collaboratively, and able to communicate technical information clearly to non-technical colleagues.
Essential requirements
* Proven experience in IT support and troubleshooting within a professional environment
* Strong working knowledge of:
o Windows Server 2022
o Microsoft 365
o Active Directory
o Windows desktop operating systems
o Break/fix hardware support
* Excellent problem-solving, organisational, and communication skills
* A full UK driving licence
* 5 GCSEs (Grades A–C or equivalent), including Maths and English
* Flexibility to work outside standard hours and take part in the on-call rota
Desirable experience and knowledge
* ITIL Foundation certification
* Retail or multi-site environment experience
* Project delivery experience
* Exposure to technologies such as Azure / Entra ID, SQL, virtualisation, VLANs, SD-WAN, and 3CX phone systems
Why join Heart of England Co-operative Society
We are a values-led, community-focused organisation that reinvests profits back into the areas we serve. Joining us means becoming part of a supportive and collaborative team where your contribution makes a real difference.
In return, we offer
* Competitive salary
* Opportunities to develop your technical skills and progress your career
* A supportive working environment with a strong sense of purpose
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