Job Description

Job Purpose

The IT Support Engineer provides technical support and maintenance for the company’s IT systems, ensuring reliable availability of hardware, software, network services and end-user support. Reporting to the IT Manager, the role supports day-to-day IT operations, incident resolution, service requests and contributes to continuous improvement of support processes and documentation. The post-holder will work closely with business stakeholders, third-party suppliers and internal teams to maintain operational stability and deliver a high-quality service to users.

Key Responsibilities

Technical Support & Incident Management

• Provide first and second line support for desktop, laptop, mobile devices, printers and peripherals across the business.

• Troubleshoot and resolve software, hardware and network incidents in line with agreed SLAs; escalate to third-party suppliers or senior engineers where required.

• Log, categorise and update incidents and service requests in the IT service management tool; maintain clear communication with end users during incident lifecycle.

• Support remote and on-site users, including out-of-hours support where necessary to maintain business continuity.

Service Delivery & Requests

• Process service requests such as account provisioning, password resets, access changes and hardware/software provisioning in a timely manner.

• Install, configure and maintain operating systems, standard applications and company images on end-user devices.

• Ensure hardware and software inventory records are accurate and maintained, including asset tagging and lifecycle tracking.

• Support onboarding and leaver processes to ensure secure and efficient user access management.

Network & Systems Support

• Assist with monitoring and basic administration of network devices, firewalls, Wi‑Fi and VPN services.

• Support server- and cloud-based services as required, working with senior engineers and external providers on changes and incident resolution.

• Perform routine maintenance tasks, system updates and patch management following approved change control procedures.

Supplier & Stakeholder Liaison

• Work with third-party suppliers and managed service providers to resolve incidents, fulfil requests and support projects.

• Maintain professional communication with internal stakeholders, providing regular status updates and clear guidance on issues and changes.

• Escalate critical incidents promptly and assist with post-incident reviews and fault analysis.

Documentation, Governance & Continuous Improvement

• Maintain accurate technical documentation, knowledge base articles and runbooks to support consistent service delivery.

• Follow security policies, procedures and change control; ensure compliance with company IT governance and audit requirements.

• Contribute to continual service improvement by identifying recurring issues, proposing solutions and participating in relevant projects and upgrades.

Skills & Competencies

• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.

• Excellent verbal and written communication skills, able to explain technical concepts to non-technical users.

• Organised, with good time management and ability to manage multiple priorities under pressure.

• Customer-focused with a proactive, collaborative approach to working with stakeholders and suppliers.

• Attention to detail and commitment to maintaining high quality documentation and processes.

Qualifications & Experience

• 2+ years’ experience in an IT support or desktop support role.

• Practical experience with Windows and/or macOS desktop environments, Office 365 (Microsoft 365) and common business applications.

• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP), VPNs and Wi‑Fi technologies.

• Familiarity with IT service management tools and ticketing systems.

• Relevant certifications are desirable, for example CompTIA A+, Microsoft 365, or equivalent.

Other Requirements

• Ability to travel to company locations as required and to provide occasional out-of-hours or on-call support.

• Right to work in the UK.

• Willingness to undertake additional training and professional development.

Working Relationships

• Reports to: IT Manager

• Key contacts: Internal users across departments, IT team members, external suppliers and managed service providers.