IT Support Engineer
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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
* Deliver friendly, professional support across phone, portal and email
* Log and manage tickets with accurate notes, priority and status updates
* Diagnose and resolve Windows and macOS issues, printers and peripherals
* Administer Microsoft 365 including SharePoint, OneDrive and Outlook
* Monitor Datto RMM, respond to alerts, perform remote remediations and patching tasks
* Set up new starters, user accounts and permissions, and maintain asset records
* Support basic server and infrastructure tasks under guidance
* Configure and support VoIP where required
* Escalate incidents and problems in line with SLAs, and follow through to closure
* Produce clear knowledge articles and keep process guides current and relevant
* Visit client sites for scheduled work or urgent issues, representing the business professionally
What you will bring
* Excellent communication and a genuine customer service mindset
* Experience in an IT support role with ticket ownership and SLA awareness
* Hands on administration of Microsoft 365, especially SharePoint, OneDrive and Outlook
* Confident troubleshooting on Windows and macOS
* Full UK driving licence and willingness to work on client sites regularly
Desirable
* Server and infrastructure exposure, for example Windows Server, AD, basic networking
* Experience with VoIP platforms
* Familiarity with Datto RMM or similar remote management tools
* CompTIA, Microsoft or ITIL certifications, or a plan to achieve them
Benefits and support
* £300 per month car allowance
* Mileage reimbursed at 45p per mile
* Training plan toward field engineer duties and relevant certifications
* Supportive team culture, clear processes and documented runbooks
Interview process
* Short screening call with Careers Plus
* Technical interview and practical troubleshooting exercise
* Final meeting and an introduction to the field team
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