We are seeking a reliable and customer-focused IT Support Engineer to provide hardware and software support across a nuclear site environment in Trawsfynydd, North Wales. This role involves a combination of deskside and remote support, ensuring IT services are delivered within agreed Service Level Agreements (SLAs).
Due to the nature of the site, the role is primarily customer-facing and requires flexibility, strong communication skills, and adherence to strict health, safety, and security procedures. Core working hours are expected to be spent onsite supporting end users directly.
Key responsibilities:
* Provide deskside and remote hardware/software support within SLA targets
* Support users with Windows devices, laptops, tablets, and mobile phones
* Re-image laptops and deploy standard builds
* Assist new starters with first-day IT setup, system access, and Microsoft Teams guidance
* Deliver “Laptop Health Check” appointments to proactively prevent issues
* Provide printer setup, support, and configuration advice
* Support Microsoft 365 applications and SharePoint usage
* Provide basic user training and guidance where required
* Support iPads, Windows tablets, and mobile devices
* Assist with hardware replacement and device refresh processes
* Provide basic Video Conferencing and meeting room support and checks
* Support special events and board meetings (including occasional off-site support if required)
* Perform floor-walking support during Priority 1 incidents to keep users informed
* Provide VPN and remote access support
* Handle remote tickets for users working away from base location
* Act as “smart hands” support for infrastructure/server teams where required
* Identify and suggest service improvement opportunities
* Carry out additional tasks as requested by the Team Leader
Technical skills and knowledge:
* Strong knowledge of Windows 10/11 operating systems
* Good understanding of desktop and laptop hardware components
* Experience diagnosing and repairing desktops and laptops
* Microsoft 365 and Office applications support experience
* Basic Active Directory knowledge (desirable, not essential)
* Familiarity with Azure administration (desirable)
* Network troubleshooting knowledge
* Experience with network builds and printer configuration
* VPN and remote access support experience
* Basic server OS awareness for guided smart-hands tasks
* Strong troubleshooting and analytical skills
Candidates must be eligible for SC clearance.
Please feel free to apply if you meet the criteria.