Job Title: IT Support Engineer
Role Overview
The IT Support Engineer will act as the first point of contact for all IT-related issues across the business. This role is responsible for providing effective technical support, managing user access and devices, coordinating with third-party vendors, and contributing to the continuous improvement of IT systems, infrastructure, and security.
Key Responsibilities
Technical Support & Troubleshooting
* Serve as the first point of contact for all user technical issues.
* Diagnose and resolve hardware, software, and network access issues efficiently to minimise downtime.
* Provide technical support to field technicians using handheld devices.
Ticket & Vendor Management
* Coordinate and manage all IT support tickets raised with third-party vendors.
* Liaise with external specialists for hardware repairs and specialist software support, ensuring timely resolution and clear communication.
User Onboarding & Access Management
* Set up new users with required accounts, hardware, and software.
* Create, manage, and revoke user accounts and system permissions as required.
Hardware & Software Management
* Install, configure, and maintain operating systems, applications (including Microsoft 365), and hardware such as desktops, laptops, printers, mobile and handheld devices.
* Coordinate delivery and setup of new devices for users.
IT Security & Infrastructure
* Continuously review and improve IT security software, controls, and policies.
* Support the ongoing development and improvement of IT infrastructure.
Asset & Inventory Management
* Maintain an accurate IT inventory register of all devices and equipment.
Training & Awareness
* Deliver regular in-house IT security and user training to employees.
Essential Skills & Qualifications
Technical Skills
* Strong knowledge of Windows operating systems and networking fundamentals.
* Experience supporting hardware, software, and user access environments.
Core Competencies
* Excellent problem-solving and analytical skills.
* Strong verbal and written communication skills.
* Patient, empathetic, and customer-focused approach to staff support.
* Highly organised, with the ability to manage multiple issues and prioritise tasks effectively.
Education & Experience
* Degree in Computer Science, Information Technology, or a related field.
* Minimum of three years' experience in a similar IT support role.