IT Support Engineer
Location: Cardiff Gate (2-3 days p/week in the office)
Hours: 35 hours per week (shift pattern between 8:00am – 5:00pm)
An established UK organisation is looking for an IT Support Operator to join its IT Service Desk team.
You’ll provide first-line technical support to internal users, ensuring IT systems run effectively and colleagues receive reliable, professional assistance. This role sits within a collaborative IT function and involves working closely with infrastructure, applications and security teams to maintain smooth day-to-day operations.
Key Responsibilities-
Deliver first-line IT support via phone, email, self-service portal and Microsoft Teams
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Log, manage and resolve incidents and service requests through an ITSM system
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Troubleshoot hardware, software and access-related issues
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Support Microsoft 365 applications and Windows 11 environments
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Configure and maintain laptops, mobile devices and peripherals
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Create and manage user accounts and permissions (Active Directory / M365)
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Escalate complex incidents to specialist IT teams where required
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Maintain accurate ticket documentation and update knowledge articles
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Promote IT security best practice and support users with guidance
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Assist with device deployments, project work and occasional organisational events
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Windows 11
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Microsoft 365
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Active Directory
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SCCM
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Microsoft Endpoint Manager / Intune
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Android devices
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Remote support tools
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Experience working in an IT Service Desk or technical support role
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Strong customer service and communication skills
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Comfortable supporting non-technical users
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Good troubleshooting and problem-solving ability
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Able to manage multiple priorities in a busy support environment
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Understanding of IT security and data protection principles
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35-hour working week with shifts between 8am and 5pm
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Hybrid role but may be 5 days p/week intially in Cardiff
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Occasional UK travel and overnight stays may be required