IT Support Engineer

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.