1st / 2nd Line Support Engineer

Are you a proactive IT professional passionate about user support and technology improvement? We’re looking for a highly capable 1st & 2nd Line Engineer to join our dynamic IT team. In this role, you’ll help drive efficiency, resilience, and user satisfaction by delivering top-tier technical support and taking part in technology-driven change projects.

You’ll be the first point of contact for IT support queries, ensuring that our systems run smoothly and our users feel empowered by technology.

• Act as the first line of support for IT queries, resolving issues across on-premise, hybrid, and remote environments.
• Own, track, and report on helpdesk support tickets and their resolution effectiveness.
• Standardise IT processes, systems, and documentation to ensure consistency and compliance.
• Work alongside suppliers and service providers to ensure high service standards.
• Assist in IT infrastructure monitoring, daily contingency checks, and backup management.
• Identify and implement opportunities to improve IT infrastructure security and efficiency.
• Train users and assess training needs to support adoption of IT solutions.
• Support asset tagging, hardware maintenance, and vendor contract management.
• Take part in IT projects and maintenance activities in line with departmental objectives.

• Minimum 3 years' experience in 1st and 2nd Line IT support roles
• Strong understanding and hands-on experience with: Active Directory, Microsoft 365 Administration, SharePoint Online, VoIP system administration, Hardware support and troubleshooting, Helpdesk/ticketing systems Experience working with users in on-premise, hybrid, and remote setups
• Ability to manage 3rd party vendors and support contracts
• GCSE in IT (or equivalent qualification)

• Familiarity with Veeam and VMware products
• Experience with ERP systems and mobile device management
• Participation in IT-related project work
• Microsoft certifications and/or ITIL qualification
• Previous experience in a small to medium enterprise (SME) environment

This role supports the delivery of our clients company strategy by maintaining and improving IT systems, delivering excellent user support, and contributing to key IT projects. You’ll play a pivotal role in driving forward our digital efficiency, ensuring smooth operations and empowering colleagues through great tech and even better support.

If you thrive in a fast-paced, collaborative environment and enjoy solving problems while making a real impact, we’d love to hear from you.