Provide first-line technical assistance via phone, email, and remote tools, delivering outstanding customer service.
Log, triage, and resolve incidents and service requests in our ITSM platform, aiming for first-contact resolution wherever possible.
Work within agreed service levels, proactively communicate risks, and escalate when necessary.
Maintain clear, timely updates on ticket progress from start to finish.
Handle account administration, reporting, and hardware/software configuration.
Create and maintain knowledge articles, support documentation, and participate in service enhancement projects.
Apply ITIL 4 principles pragmatically to improve processes and user experience.

Minimum 12 months in a Service Desk or IT support role.
Excellent communication skills and a professional approach.
Proven ability to deploy, configure, and support IT infrastructure, end-user devices, and enterprise services across on-premises and cloud environments.
User Account Management experience with Active Directory (AD) and Microsoft 365 (M365).
Hands-on experience in deploying, configuring, and troubleshooting end-user hardware, including desktops, laptops, peripherals, and related infrastructure components.
Strong understanding of IT service management principles, core infrastructure and cloud concepts, and familiarity with common technical terminology.
Experience using remote support tools and applications.
Confident in assessing impact, prioritising, and escalating issues effectively.
Collaborative yet able to work independently.
Familiarity with ITIL framework and ITSM tool platforms to help manage and deliver IT services.
Comfortable in a fast-paced environment and eager to learn new technologies.
A genuine interest in developing your skills and knowledge in a business with exciting growth plans, working alongside experts in Platform, Software, Data, AI, and other cutting-edge technologies.
ITIL v4 Foundation or equivalent certification is a plus but not essential.
Scripting or Automation Skills
Powershell, Python or similar for automating routine tasks.

Private Medical
Inclusive Culture: Enjoy an inclusive culture and environment.
Holiday: Generous holiday allowance.
Learning: Access to continuous learning and development opportunities.
Bonus Potential: Bonus potential based on performance and business-related factors.
Discounts: Discounts on a wide range of products and services.
Pension: Pension scheme contributions.
EV Car Scheme
Hybrid Working Policy
More Benefits: Explore additional benefits on our career site.

Systems Support Engineer

Key skills