IT Support Engineer

Desktop Support Engineer (Onsite)

Location: Wickford, Essex (with travel to client offices)

Reporting to: Head of Technical Services

Type: Full-time, Onsite (1 day WFH)

About the Role

We are seeking an experienced and proactive Level 2 IT Support and Desktop Engineer to join our onsite technical team. This role is ideal for a skilled IT professional who thrives in a hands-on environment, providing high-quality support for desktops, laptops, mobile devices, and network systems.

You’ll be responsible for ensuring the smooth operation of IT services across multiple client sites, working closely with end users and the wider technical team to deliver exceptional service and technical excellence.

Key Responsibilities

• Deliver Level 2 IT support for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, and network-related issues.
• Install, configure, and maintain Windows, macOS, and Linux operating systems.
• Support and administer Microsoft 365, Active Directory, and other enterprise applications.
• Manage and prioritise IT support tickets in line with agreed SLAs.
• Troubleshoot LAN/WAN/Wi-Fi/VPN connectivity issues, escalating as required.
• Maintain accurate IT asset and inventory records.
• Provide onsite support for AV and meeting room technologies.
• Implement and uphold IT security policies and endpoint protection standards.
• Assist with user account management, including password resets and permissions.
• Participate in IT projects, rollouts, and infrastructure upgrades.
• Document technical processes, solutions, and user guides.
• Deliver end-user training and promote IT best practices.

Skills & Competencies

• Proven experience providing Level 2 IT support in a corporate or managed service environment.
• Strong troubleshooting skills across Windows, macOS, and Linux platforms.
• Proficiency with Microsoft 365 administration (Outlook, SharePoint, Teams).
• Solid understanding of Active Directory, Group Policy, and user management.
• Working knowledge of networking fundamentals (TCP/IP, DHCP, DNS, VPN, VLANs).
• Familiarity with endpoint security tools and compliance standards.
• Knowledge of ITIL best practices and service management principles.
• Practical experience with hardware repairs and upgrades.
• Excellent communication and interpersonal skills.
• Self-motivated with strong organisational and problem-solving abilities.

Preferred Qualifications & Experience

• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
• Experience with scripting or automation (PowerShell, Bash, Python).
• Knowledge of cloud platforms and virtualization technologies (Azure, VMware, Hyper-V).
• Experience supporting remote users and using remote desktop tools.

Additional Information

• Full-time, onsite position based in Wickford, Essex, with travel to client sites as required.
• Occasional travel to other UK locations may be necessary.
• Candidates must have the right to work in the UK without sponsorship.