IT Support Engineer

Are you great with people, quick at troubleshooting everyday tech problems, and passionate about getting users back to work fast? We're seeking a proactive, customer-focused IT Support Engineer to join our busy, service-driven team as the first (and often only) point of contact for all IT issues.

You'll handle a wide variety of real-world user queries across our Microsoft environment from simple password resets and Teams glitches to printer setups, new starter laptop builds, and connectivity hiccups all while logging, communicating, and resolving tickets efficiently in Jira Service Management. This is a high-impact, people-first role where your friendly approach, clear explanations, and quick thinking directly improve colleagues' days.

Benefits:

• Working hours - Monday to Friday
• Clear Career Progression Pathways
• In-House Learning & Development Team
• Birthday Paid Annual Leave
• Buy & Sell Annual Leave Scheme
• Company Pension
• Continuous Training & Skill-Building
• Referral program
• Free onsite parking
• Employee Assistance Programme (EAP)
• Career development
• Employee Recognition Incentives
• Company events
• Monthly dress down days
• Tea & coffee facilities & On-site Canteen
• Local discounts / benefits
• Early Finish Fridays

Who are we?

At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business’s unique energy needs are met with precision.

Our Journey

Launched in 2002, we’re experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.

Why Join Us in This First Line Role?

• Be the reliable first responder — resolve most issues at first contact and see instant gratitude from users.
• Gain broad exposure to modern tools: full Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint), Windows desktops, basic Intune/MDM, Active Directory basics, and everyday networking checks.
• Enjoy variety within first line: mix of in-person support, remote help, IMAC deployments (install/move/add/change hardware & software).
• Build strong foundations — perfect launchpad to develop customer service excellence, ticketing mastery, and troubleshooting confidence before potentially progressing internally.
• Work in a supportive, fast-paced team that values initiative and clear communication.

Your Key Day-to-Day Responsibilities

• Act as the initial point of contact — answer queries via phone, email, walk-ups, and Jira tickets promptly and professionally.
• Perform effective first-line troubleshooting and resolution for common issues: Microsoft 365 access/sync problems, Windows desktop faults, basic connectivity (DNS/DHCP/Wi-Fi/LAN basics), printer/peripheral setup, software installs.
• Handle full IMAC lifecycle for users — new starter setups, moves between desks/sites, hardware swaps, software requests.
• Log, update, prioritise, and close tickets accurately in Jira Service Management — keeping users informed throughout with clear, non-technical updates.
• Escalate unresolved or complex matters smoothly with detailed notes/handovers for senior colleagues.
• Promote IT best practices, security awareness, and simple self-help tips to empower users.
• Maintain excellent records for SLAs, audits, and team knowledge sharing.

What We're Looking For

• Previous experience in a first line (or helpdesk) IT role — even if entry-level.
• Solid working knowledge of Windows desktops and Microsoft 365 applications.
• Strong troubleshooting mindset and ability to multitask in a busy environment.
• Excellent communication — patient, approachable, and skilled at explaining tech simply.
• Familiarity with ticketing systems (Jira Service Management ideal) and ITIL basics.
• Relevant qualifications (GCSEs/diploma/degree in IT-related field) advantageous.
• Desirable: Microsoft 365 certifications, ITIL Foundation, full UK driving licence.

Practical Details

• Fast-paced, user-facing environment with lots of direct interaction.
• Occasional out-of-hours for planned work or major incidents (fairly managed).

If you thrive on solving problems quickly, enjoy making technology feel easy for everyone, and want a role where your efforts have immediate, visible impact this first line position could be the perfect fit. It's rewarding, skill-building, and a great place to grow your IT career from the front line