IT Support Engineer

Location: Durham
Division: IT

Overall Objectives:
You will be an essential part of our client's growing business, working within a dedicated IT team. Your main responsibilities include technical troubleshooting, management, and maintenance of hardware and software. While your primary focus will be technical support, you will also have the opportunity to advise and engage with the business as a trusted IT partner. Additionally, you will develop and utilise your cybersecurity expertise as part of the evolving IT security controls environment.

Key Duties & Responsibilities:

1. Serve as a primary contact for all IT issues.

2. Provide expert-level support for complex hardware, software, and networking issues, including Windows, Office 365, Azure Administration, Entra ID, and other enterprise-level technologies.

3. Administer system configurations, security settings, and user accounts, including the ERP system and other SaaS applications.

4. Contribute to the planning and execution of IT projects, including migrations and upgrades.

5. Maintain established principles of cybersecurity and contribute to continuous improvements, working with the IT Support/Cybersecurity Manager to keep the environment secure.

6. Create and maintain high-quality documentation for process control and evidence generation to support internal and external audits.

7. Educate users on best practices and improved ways of working.

8. Collaborate with third-party support partners to resolve incidents.

Key Performance Objectives:

• Provide coherent, high-quality advice and technical guidance to business teams.

• Ensure reliable service and strong relationships with internal customers.

• Maintain high levels of customer satisfaction through effective communication and timely updates.

• Record all actions in the ticketing system.

• Document all solutions.

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Person Specification

Qualifications, Knowledge, and Experience:
Essential:

• Degree or equivalent in a relevant IT discipline.

• Proven expertise in Microsoft products, including Entra AD, Azure, SharePoint Online, and M365.

• At least 5 years of experience in an IT support team.

• Full UK driving license.

Desirable:

• Knowledge of Azure and cybersecurity.

• Familiarity with data backup, ODBC, SQL DB, MS Defender stack.

• Experience with PowerShell and SharePoint Online.

• Understanding of IT and cybersecurity standards such as ITIL, ISO27001, Cyber Essentials Plus, or experience in regulated environments.

Personal Qualities:

• Strong customer service ethos.

• Excellent communication skills.

• Ability to prioritize workload effectively.

• Strong problem-solving skills and technical knowledge.

Core Competencies:

• Customer orientation, integrity, and ability to lead through influence.

• Excellent listener, consistently delivering on commitments and knowing when to accept and challenge.

• Strong communication skills, capable of engaging at all levels, including senior management and technical functions.

• Team player delivering excellent results under pressure and strict deadlines.

• Logical planning ability, with the capability to handle multiple tasks simultaneously.

• Strong attention to detail.

• Positive, enthusiastic attitude towards IT challenges.

• Ability to work independently.

• Advanced IT support and administration skills.

• Flexible and responsive.

• Systematic approach to tackling challenges.

• Excellent customer service skills.