IT Support Engineer

An established IT services provider delivering technical support and infrastructure solutions to small and medium-sized businesses. The organisation offers a collaborative working environment where knowledge sharing, continuous development and customer service are valued. The successful candidate will join a technical support team responsible for maintaining and improving customers’ IT systems, both remotely and on-site.

Job Description for the IT Support Engineer role:

• Acting as a 2nd and 3rd Line escalation point for technical issues passed on by 1st Line Support.
• Attending customer sites to resolve technical problems, respond to support requests and carry out proactive maintenance.
• As the IT Support Engineer you will be monitoring server and backup systems, investigating alerts and resolving issues where necessary.
• Installing, configuring and maintaining LAN/WAN networks, servers, firewalls and security appliances.
• As the IT Support Engineer you will be administering Microsoft 365, Windows Server, Active Directory, Hyper-V and Azure environments.
• Managing security settings, software updates and patch management to help protect customer systems.
• As the IT Support Engineer you will be troubleshooting hardware, software, networking and system failures, both remotely and on-site.
• Maintaining accurate technical documentation, support tickets and records of repairs and resolutions.
• Working collaboratively with technical colleagues and other departments to ensure effective service delivery.
• Supporting the development of junior engineers and continually building technical knowledge.

Candidate Requirements for the IT Support Engineer role:

• Ideally, a minimum of two years’ experience in a 2nd or 3rd Line IT Support position.
• Previous on-site IT support experience, including direct customer interaction and the ability to resolve issues independently.
• Strong practical knowledge of Microsoft 365, Windows Server, Active Directory, Hyper-V and Azure administration.
• Experience supporting servers, backup systems and network infrastructure.
• Good understanding of networking principles, security and patch management.
• Experience using IT ticketing systems and service management tools.
• Familiarity with ITIL practices would be beneficial.
• Knowledge of 3CX VoIP systems would be an advantage.
• Excellent communication, customer service and problem-solving skills.
• A proactive approach, with the ability to work independently and as part of a team.
• A full UK driving licence and willingness to travel to customer sites.

This role is commutable from: Stoke-on-Trent, Longton, Newcastle-under-Lyme, Fenton, Hanley, Burslem, Cheadle, Stone, Stafford, Crewe, Leek, Stone, Stafford, Longton and surrounding areas.

Hours: Monday – Thursday 8:30 am – 5.30 pm / Friday 8:30 am – 5:00 pm

Salary: £31,000 Per Annum

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