Information Technology Support Engineer
Job Title: IT Support Engineer (Mid–Senior Level)
Location: Oxford, United Kingdom
Employment Type: Full-time | Permanent
Role Overview
We are looking for an experienced IT Support Engineer (Mid–Senior Level) to join a growing IT team in Oxford. This role involves providing Level 2 / Level 3 technical support, maintaining IT infrastructure, and acting as an escalation point for complex issues.
The ideal candidate is hands-on, proactive, and comfortable supporting users in a professional, fast-paced environment.
Key Responsibilities
IT Support & Escalation
- Deliver Level 2 and Level 3 IT support to end users
- Troubleshoot complex hardware, software, and system issues
- Act as an escalation point for junior support engineers
- Ensure timely resolution of incidents and service requests
Systems & Infrastructure Support
- Support Windows desktop and server environments
- Manage Active Directory, Group Policy, and user access
- Administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Troubleshoot network issues (LAN/WAN, DNS, DHCP, VPN)
Security, Backup & Reliability
- Apply IT security policies and best practices
- Support endpoint protection, patching, and system updates
- Assist with backup, recovery, and disaster recovery processes
- Ensure systems comply with internal and regulatory standards
Projects, Documentation & Improvement
- Participate in IT upgrades, migrations, and improvement projects
- Maintain accurate technical documentation and asset records
- Identify opportunities to improve IT service delivery
- Provide guidance and mentoring to junior team members
Stakeholder & Vendor Interaction
- Support internal users across departments
- Communicate technical issues clearly to non-technical stakeholders
- Liaise with third-party vendors and service providers
Required Skills & Experience (Must Have)
- 3–6+ years of experience in IT Support or Infrastructure roles
- Proven experience delivering Level 2 / Level 3 support
- Strong hands-on knowledge of:
- Windows 10/11 and Windows Server
- Active Directory and Group Policy
- Microsoft 365 services
- Solid understanding of:
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- IT security and access control principles
- Strong troubleshooting, communication, and documentation skills
Preferred / Advantageous Skills
- Experience with virtualization (VMware / Hyper-V)
- Exposure to Azure or cloud-based services
- ITIL Foundation or service-management experience
- Background in education, healthcare, or professional services environments
Education & Certifications
- Bachelor's degree in IT, Computer Science, or a related field (preferred)
- Relevant certifications are an advantage:
- Microsoft certifications
- CompTIA Network+ / Security+
- ITIL Foundation
What We Offer
- Opportunity to work in a stable and professional IT environment
- Exposure to modern infrastructure and cloud technologies
- Autonomy and responsibility in a senior support role
- Competitive salary based on experience
- In-house training and continuous professional development opportunities
Work Authorization
Please note: Visa sponsorship is not available. Candidates must have the right to work in the UK.
Equal Opportunity Statement
We are an equal opportunity employer and welcome applications from all qualified candidates.