IT Support Engineer
Role Overview
1. Provide user support via the service desk both remotely and in person.
2. Issue, repair, and arrange the return of IT equipment.
3. Maintain and support IT systems including Active Directory, Microsoft 365, and related platforms.
4. Monitor and test backups.
5. Manage IT onboarding for starters and offboarding for leavers across equipment and applications.
Responsibilities
Ticketing System
6. Resolve tickets within agreed SLAs.
7. Manage and prioritise the ticket queue.
8. Triage and escalate tickets to the appropriate IT resource.
Equipment
9. Issue IT equipment to new starters and arrange returns from leavers, updating tracking systems.
10. Build, configure, and arrange repair of IT equipment, including liaising with third-party vendors.
11. Maintain accurate stock levels and listings.
Maintaining IT Landscape
12. Update Active Directory for starters, leavers, and changes.
13. Ensure M365 licensing and mail setup are correct and functioning.
14. Maintain tracking and asset management software.
Compliance
15. Demonstrate a strong awareness of and commitment to ethics, compliance, and relevant codes of conduct.
Time Allocation
16. Equipment: 15%
17. Ticketing system: 70%
18. IT landscape maintenance: 15%
Skills Required
Background / Experience
19. Proven track record in troubleshooting and delivering excellent IT service to stakeholders.
Technical Skills
20. Strong problem-solving skills with ability to identify root causes and implement solutions.
21. Clear communication skills with both technical and non-technical users.
22. Good knowledge of Active Directory and software deployment.
23. Strong understanding of PC hardware and fault diagnosis.
24. Experience resolving issues with laptops, PCs, printers, scanners, switches, web, and browsers.
Competencies
25. Results-driven.
26. Optimises work processes.
27. Manages ambiguity effectively.
28. Collaborative team player.
29. Strong customer focus.
30. Committed to self-development.
Mindset & Behaviour
31. Highly organised with effective time management skills.
32. Positive, proactive, and professional.
33. Passion for continuous personal development.
34. Calm under pressure and within tight timeframes.
Reporting Lines / Interfaces
35. Reporting to: IT Team Leader (or equivalent).
36. Direct reports: None.
37. Interfaces: All business departments.
Location
38. Based at a UK office location.
39. Travel as required.
Accountability Metrics
40. Respond to tickets within SLA.
41. Manage queue effectively.
42. Achieve milestones as per IT objectives plan.
Values & Behaviours
43. Customer centric.
44. Do the right thing.
45. Every voice heard.
46. Strive for simplicity, improvement, and efficiency.
47. Test, learn, and adapt.
48. Take ownership.
*Rates depend on experience and client requirements