IT Support Engineer

Job Title: IT Support Engineer

Location: Hitchin (Head Office) 4 days per week & Central London Office 1 day per week Employment Type: Full-Time, Permanent

About the Company

A leading company within its field with a strong reputation for delivering high-quality projects across the UK. Their team is growing, so we are looking for an experienced IT Support Engineer to join them and provide exceptional technical support to their employees across two office locations.

Role Overview

As an IT Support Engineer, you will deliver 1st and 2nd line support to staff based at our Head Office in Hitchin and our Central London office, ensuring smooth operation of our IT systems within a Microsoft environment. You will also act as an escalation point for the IT Apprentice and occasionally assist with 3rd line support tasks in collaboration with senior IT staff or external vendors.

Key Responsibilities

• Provide 1st and 2nd line support for desktops, laptops, printers, and other peripherals.
• Manage all user queries to completion within agreed timeframes.
• Act as the escalation point for issues raised by the IT Apprentice.
• Escalate problematic queries to the IT Service Desk Manager and collaborate to resolve them.
• Liaise with third-party support providers to resolve complex issues.
• Ensure relevant software is installed, licensed, up to date, and available to appropriate users promptly.
• Perform Office 365 administration, including user accounts and permissions.
• Monitor patch management, investigate failures, and apply fixes.
• Configure and set up workstations to company specifications.
• Troubleshoot and resolve issues related to Microsoft Windows OS, Office 365, and other business applications.
• Manage user accounts and permissions within Active Directory and Microsoft Exchange.
• Support network connectivity issues (LAN/WAN, VPN) and escalate complex problems when necessary.
• Assist with basic server administration and liaise with 3rd line support or external providers for advanced issues.
• Maintain accurate documentation of incidents, resolutions, and system changes.
• Provide on-site and remote support for staff at both Hitchin and London offices.
• Participate in IT projects and system upgrades as required.

Skills & Experience Required

• Minimum 3 years of experience in a similar IT support role, preferably with networking knowledge.
• Strong experience working in an IT support (Windows) environment.
• Excellent communication and problem-solving skills with a customer-focused attitude.
• Ability to work independently and as part of a team, with a willingness to learn new technologies.
• Proficiency in Microsoft technologies: Office 365, Active Directory, Windows Server OS, networking, IP connectivity, and mobile device management (MDM).
• Familiarity with patch management and workstation configuration.
• Driving license and willingness to travel between Hitchin and London offices when required.

On Offer

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• A supportive and collaborative working environment.