Information Technology Support Engineer

Job Title: IT Support Engineer (Mid–Senior Level)

Location: Leicestershire, United Kingdom

Employment Type: Full-time | Permanent

Role Overview

We are seeking an experienced IT Support Engineer (Mid–Senior Level) to provide high-quality technical support across end-user systems, infrastructure, and core IT services. This role is ideal for a hands-on professional who can independently resolve complex technical issues, support business operations, and act as an escalation point for junior engineers.

You will work closely with internal teams and stakeholders to ensure system reliability, security, and performance.

Key Responsibilities

IT Support & Troubleshooting

• Provide Level 2 / Level 3 technical support for desktops, laptops, servers, and applications
• Diagnose and resolve complex hardware, software, and network issues
• Act as an escalation point for junior IT support staff
• Ensure timely resolution of incidents and service requests

Systems, Network & Infrastructure Support

• Support Windows environments (Windows 10/11, Windows Server)
• Manage and support Active Directory, Group Policy, and user access
• Troubleshoot networking issues (LAN/WAN, DNS, DHCP, VPNs)
• Support Microsoft 365 services (Exchange, SharePoint, Teams, OneDrive)

Security, Backup & Compliance

• Apply IT security best practices and policies
• Support endpoint security, patching, and updates
• Assist with backup, recovery, and disaster recovery procedures
• Ensure compliance with internal IT and data protection standards

Projects, Documentation & Improvement

• Participate in IT infrastructure upgrades and improvement projects
• Maintain accurate technical documentation and asset records
• Identify opportunities to improve IT processes and system performance
• Provide guidance and mentoring to junior team members

Stakeholder & Vendor Collaboration

• Work closely with internal departments to understand IT requirements
• Liaise with third-party vendors and service providers
• Communicate technical issues clearly to non-technical users

Required Skills & Experience (Must Have)

• 3–6+ years of experience in an IT Support / Infrastructure role
• Strong experience providing Level 2 / Level 3 IT support
• Hands-on experience with:
• Windows desktop and server environments
• Active Directory, Group Policy
• Microsoft 365 (Exchange Online, Teams, SharePoint)
• Solid understanding of:
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• IT security and access control
• Strong troubleshooting, communication, and documentation skills

Preferred / Advantageous Skills

• Experience with virtualization (VMware / Hyper-V)
• Exposure to cloud platforms (Azure – advantage)
• Familiarity with ITIL or service management frameworks
• Experience working in SME or enterprise environments

Education & Certifications

• Bachelor's degree in IT, Computer Science, or related field (preferred)
• Relevant certifications (advantage):
• Microsoft certifications
• CompTIA Network+ / Security+
• ITIL Foundation

What We Offer

• Opportunity to work in a stable and growing 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. All qualified applicants will be considered without discrimination based on legally protected characteristics.