IT Support Engineer About The Role We are looking for a IT Support Engineer to join our team at Dals. This role reports to the Head of IT and plays a key part in keeping our systems running seamlessly. You will be responsible for the first point of contact for internal IT queries, providing timely and effective solutions to keep our systems running seamlessly. Alongside core first-line duties, you’ll take on some second-line responsibilities, contribute to process improvements, and help shape our self-service support tools. Main Duties & Responsibilities Delivering 1st line support for internal customers, resolving IT issues and responding to enquiries, defects, and change requests. Log, manage, and update cases using our internal case management platform, escalating where necessary. Take on 2nd line support tasks as part of your development. Maintain accurate progress updates on all support cases. Learn and support our current suite of business-critical products. Gain experience with new technologies and solutions as they are introduced. Assist in creating documentation and improving self-service resources. About You We’re looking for someone with: Strong communication skills with the ability to engage with users at all technical levels. Excellent time management and prioritisation skills. Solid IT knowledge and troubleshooting ability. Previous experience in Tier 1 customer support (desirable). Familiarity with Jira/Confluence (Atlassian suite) (bonus). Understanding of ITIL principles and IT processes (bonus). Knowledge of Azure Active Directory, Microsoft 365 admin functions, and general tech troubleshooting (bonus). What's In It For You? Hybrid working post-training (3 days a week in office, 2 day at home) 22 days annual leave plus bank holidays, this increases with your service Refer and Earn - Employee referral scheme and bonuses Family Friendly - Enhanced Maternity and Paternity Pay and gift hampers for new parents Employee Experiences - Social events and regular engagement activities, such as Christmas and Summer parties, in office events and competitions and long service awards. Activities for key inclusion events and wellbeing webinars. Internal employee recognition schemes such as employee of the month and end of year awards Training & Development Opportunities - A huge range of internal and external training available, including apprenticeships (levels 3,4 & 5) ESG & Sustainability - Cycle to work scheme, volunteering days, travel discounts and part of Manchester Liftshare Community platform Exclusive access to Westfield Health access to different healthcare benefits and services, giving you money back towards essential health costs such as optical and dental treatments. Also included - 24hr DoctorLine service, Gym Discounts, offers on a wide range of goods and services from hundreds of leading retailers, restaurants, and destinations. Mental health and Wellbeing Support - Employee Assistance Program providing up to 6 sessions of structured counselling and access to a variety of wellbeing resources including webinars, Health Checks, and podcasts. Access to mental health first aiders and much more Free breakfast, fresh fruit and tea & coffee provided daily About Dals At Dals, we enable people and organisations to tackle critical language challenges every day. Our interpreting and translation services cover more than 500 languages, including BSL and other non-spoken languages. We connect clients and their service users with crucial expertise whenever and wherever they need it—because the world is a better, fairer place when everyone is understood. Our people are our future, and we take care of them. Through community partnerships and social value initiatives, we continuously work to ensure Dals has a positive impact on the world. Our Commitments We are proud to be: An Age Friendly Employer, welcoming applications from experienced professionals and supporting age diversity. A supporter of the Armed Forces Covenant, encouraging applications from veterans, reservists, and their families. A Disability Confident Employer, guaranteeing interviews for disabled applicants who meet the minimum criteria and ensuring an inclusive recruitment process. A Mindful Employer, promoting mental health awareness and fair recruitment practices in line with the Equality Act 2010. Applicants must be UK residents and have permission to work in the UK. A basic DBS check is required for this role.