Senior Site Engineer – Level 2/3

We are looking for an experienced and customer-focused Senior Site Engineer – Level 2/3 to provide hands‑on IT support within a busy onsite environment. The successful candidate will be responsible for supporting users with day‑to‑day technical issues, maintaining and deploying IT equipment, resolving hardware and software incidents, and ensuring a high level of service across the site. This is a hands‑on role suited to someone who enjoys working directly with users, troubleshooting technical issues and being part of a wider IT support team.

Responsibilities

• Provide first and second-line onsite IT support to users.
• Diagnose and resolve hardware, software and connectivity issues.
• Install, configure and maintain desktops, laptops, monitors, printers and other IT peripherals.
• Set up and deploy new computers and IT equipment for users.
• Support user onboarding, equipment moves and changes.
• Carry out hardware replacements, upgrades and troubleshooting.
• Support IT rollouts, refresh projects and equipment upgrades.
• Assist with Microsoft Windows and Microsoft 365‑related issues.
• Support users with applications including Outlook, Teams and Office applications.
• Assist with Active Directory user and account‑related tasks.
• Manage and update incidents and service requests through the IT service management/ticketing system.
• Ensure tickets are accurately documented and progressed within agreed SLAs.
• Maintain accurate records of IT assets and equipment.
• Liaise with third‑party suppliers and external support teams where required.
• Provide clear and professional communication to users throughout the resolution process.
• Follow IT policies, procedures and security standards.
• Escalate more complex technical issues to the appropriate resolver teams.
• Support general site IT infrastructure and connectivity activities where required.

Required Skills

• Previous experience working in an onsite IT support, desktop support or service desk environment.
• Strong troubleshooting skills across hardware and software.
• Good knowledge of Windows operating systems.
• Experience supporting Microsoft 365 and standard Microsoft applications.
• Experience working with laptops, desktops, printers and other IT peripherals.
• Experience using an IT ticketing/service management system.
• Good understanding of networking fundamentals, including connectivity and basic troubleshooting.
• Strong customer service and communication skills.
• Ability to work independently and manage competing priorities.
• A structured and methodical approach to problem solving.
• Good attention to detail and accurate documentation skills.

Preferred Skills

• Experience with Active Directory.
• Experience supporting Intune or other endpoint management solutions.
• Experience with hardware deployment and IT rollouts.
• Knowledge of ITIL/service management processes.
• Experience working within an enterprise or multi‑site environment.
• Previous experience working with third‑party suppliers and support partners.

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