IT Support Engineer

Our client are a long established technology services and consultancy business within the IT and Telecoms arena, serving clients locally and across multiple jurisdictions with solutions from connectivity, networking, voice, cloud, managed IT, and cybersecurity. Business demand continues to grow, hence now actively seeking an additional IT Support Engineer to join their team.

As IT Support Engineer here you will be responsible for:

• Independently providing technical support, managing customer issues from initial ticket to resolution.Maintain detailed records and documentation for each case, escalating where appropriate
  
  
• Ensure customer satisfaction by communicating progress on ticket resolutions and maintaining a professional manner in all client interactions, whether remote or in-person
  
  
• Take proactive steps to address potential issues by monitoring systems for recurring problems and providing feedback on service improvements
  
  
• Support and maintain network infrastructure by configuring, monitoring, and troubleshooting network equipment (switches, routers, wireless access points)
  
  
• Administer Active Directory and domain support, including user account set-up and permissions adjustment as per company policies
  
  
• Conduct and document routine system maintenance checks, security audits, and reliability improvements in collaboration with the broader team
  
  
• Undertake technical support for installation and migration projects, handling both initial set-up and post-installation troubleshooting
  
  
• Document and execute tasks for deploying hardware and software, coordinating with clients and internal teams to ensure smooth transitions and minimal downtime
  
  
• Ensure all work is documented within tickets and other records, noting specific steps, resolution details, and any further actions
  
  
• Review and improve documentation related to support tasks, encouraging adherence to updated standards within the team
  
  
• Conduct post-resolution testing and verification with clients to confirm issue resolution and ensure high-quality standards
  
  
• Contribute to refining team processes by documenting and sharing insights on effective troubleshooting methods and solutions
  
  
• Proactively suggest system and process improvements, such as evaluating new tools or methods that enhance support quality and efficiency
  
  
• Participate in training and mntoring new team members, sharing best practices and contributing to a collaborative learning environment
  
  
• Ensure strict adherence to company IT security policies and compliance requirements, actively participating in efforts to maintain and improve security standards
  
  
• Conduct basic security checks as part of support tasks, identifying and addressing potential vulnerabilities
  
  The ideal candidate for the role of IT Support Engineer will have:
  
  
• 2 - 3 years' experience as an IT Engineer with 2nd line-level troubleshooting skills
  
  
• Is a Microsoft Certified Professional (MCP) or equivalent
  
  
• Holds CompTIA A+, Network+, or equivalent
  
  
• Demonstrable advanced troubleshooting of hardware and applications
  
  
• A strong understanding of network protocols and Active Directory
  
  
• A Full, clean driving licence
  
  
• A Team player, collaborative, and clear communicator