Overview
Based primarily at our Gloucester site, you will be the primary IT support presence for our UK operations, working closely with the Business Systems Manager to support users, systems, and infrastructure across Gloucester, Bristol, and Swindon. This role combines day‑to‑day technical support with wider IT operations, project work, and user enablement, offering a clear pathway into broader infrastructure, systems administration, cybersecurity, and project delivery responsibilities.
Responsibilities
* Provide 1st and 2nd line IT support across hardware, software, network, and connectivity issues, delivering support both remotely and on‑site across iCOMAT’s UK locations.
* Monitor and manage incidents and service requests through the helpdesk system, ensuring issues are accurately logged, prioritised, and resolved.
* Communicate clearly and professionally with users at all levels of the business.
* Manage multiple support requests while maintaining a customer‑focused approach.
* Identify opportunities to improve support processes, documentation, and user guidance.
* Install, configure, and maintain desktops, laptops, printers, and mobile devices; configure and provision end‑user devices for new starters and role changes.
* Support hardware lifecycle management and mobile device management, including desktop telephony solutions.
* Administer Microsoft 365, Microsoft Entra ID, Active Directory, and Exchange Online, including user provisioning, permissions management, and access control.
* Support endpoint management using Microsoft Intune across the device estate.
* Perform routine system maintenance, updates, patching, and health checks; support network connectivity and office infrastructure across all sites.
* Monitor systems to ensure reliability and performance, escalating issues where appropriate; assist with basic server administration and infrastructure support.
* Support the delivery of IT projects, technology rollouts, and system upgrades.
* Support IT onboarding and offboarding processes, ensuring a smooth experience for employees.
* Maintain accurate documentation of IT systems, processes, and support activities.
* Work with external suppliers and support partners when escalation is required; collaborate with colleagues across IT and the wider business on projects and continuous improvement initiatives.
* Occasional flexibility in working hours may be required to support projects, maintenance activities, and business operations.
* Support the implementation of IT security policies and best practices, ensuring devices, systems, and user accounts are configured securely and in line with company standards, and maintain compliance with information security procedures and controls.
Qualifications
* Proven experience in an IT Support, IT Support Engineer, or similar technical support role.
* Strong knowledge of Windows 11 and Microsoft 365.
* Experience supporting Microsoft Active Directory, Group Policy, Exchange Online, Microsoft Entra ID, and core networking technologies (TCP/IP, DNS, DHCP).
* Good understanding of IT hardware, peripherals, mobile devices, and endpoint support.
* Excellent troubleshooting and problem‑solving skills.
* Strong customer service and communication skills.
* Ability to work independently and manage workload effectively.
* Full UK driving licence and the right to work in the UK.
* Experience supporting Windows, macOS, iOS, and mobile device environments.
* Experience with Microsoft Intune or other endpoint management platforms.
* Experience supporting meeting room technology, AV equipment, and telephony solutions.
* Understanding of networking fundamentals including TCP/IP, DNS, DHCP, switching, and wireless connectivity.
* Experience supporting Microsoft 365 services in a business environment.
Benefits
* Competitive salary and benefits package, including private healthcare and pension scheme.
* Stock options and equity options to give employees a stake in the company's success.
* Unmatched career growth opportunities and professional development.
We are committed to equality and welcome applications from all backgrounds. This role offers a stimulating environment for individuals who enjoy hands‑on support, problem solving, and IT operations within a growing manufacturing company.
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