IT Support Engineer

Role Overview

• Diagnose and resolve support issues, escalating as needed to meet operational and SLA expectations.
• Record, track, and manage incidents and requests through the company Service Desk system.
• User administration and basic configuration changes of company SaaS applications (e.g., email, collaboration tools, ticketing systems) on behalf of users.
• Manage ICT support processes including:
• Software licence management
• IT asset procurement and distribution
• Mobile device management
• Laptop builds
• Provide technical support during IT procurement, including supplier liaison and purchase administration.
• Maintain accurate records of company ICT hardware and software assets, including licences.
• Ensure the secure implementation of ICT solutions and promote security best practices.
• Operate conscientiously and safely, maintaining confidentiality and data security at all times.

Requirements

• Educated to Bachelor’s degree level or equivalent
• Knowledge of Microsoft Operating Systems and Office applications
• Experience working in an IT support environment
• Ability to work flexibly, including occasional out-of-hours support
• Experience with Service Desk ticketing systems
• Familiarity with SaaS administration (e.g., Microsoft 365, collaboration tools)
• Understanding of IT procurement and asset management
• Knowledge of ITIL or other service management frameworks

Benefits

• Hybrid working – minimum 1 day in the office each week
• 27 days annual leave, in addition to 8 public holidays per year
• 3 additional days used for shutdown periods (usually over the Christmas/New Year period)
• Family First – provisions and flexible working arrangements to support all colleagues in balancing their responsibilities in and out of work, with our policies exceeding statutory requirements in most cases
• A competitive salary and pay progression that rewards the value you bring
• Pension plan – currently with Aviva, including matched contributions from 5-8% via salary sacrifice, and access to independent financial advice
• Income protection cover– currently insured for 50% of salary and 10% joint pension contribution in the event of incapacity through illness or injury
• Life assurance cover – currently insured at 6 x annual salary, providing financial peace of mind for those left behind should the unthinkable happen
• Discounted retail vouchers – via two benefits platforms
• Private health care cover – currently with Bupa, covering you and your immediate dependents on a medical history disregarded basis
• Company sick leave and pay – enhanced provision subject to qualify period of service
• Employee Assistance Programme providing 24/7/365 access to independent and confidential support via an app, web, or helpline to support you with any life challenges
• Free eye tests and annual flu vaccinations
• available to all colleagues