It support engineer

* IT Support Engineer
* Lancaster - 5 days on-site
* £32,940

Our client in Lancaster is looking for an IT Support Engineer to join the technical support team. You will handle more complex support cases, help colleagues with technical questions and contribute to improving our tools and processes. You will have time to think, space to ask questions, and support when you need it.

Main duties and responsibilities:

* Provide clear and calm communication by email, phone and ticketing systems
* Explain technical issues in a straightforward way.
* Use active listening and de-escalation techniques when needed.
* Investigate complex issues using tools such as logs, protocols, and device data.
* Identify root causes and document findings clearly.
* Support digital alarm protocols (eg SCAIP, SIP) and network behaviour.
* Lead small projects or improvements.
* Help maintain accurate CRM records and documentation.
* Support incident response with clear communication and organised actions.

The following skills and experience will be essential for this role:

1. Experience in technical support or a similar environment.
2. Confidence troubleshooting multi-system or network-related issues.
3. Clear written and verbal communication.
4. Ability to work independently with support available when needed.