IT Support Engineer

Job Title: IT Support Engineer (1st and 2nd Line Support)

Location: Witham, Essex (fully onsite)Salary: £25,000-30,000 per annum (DOE)Job Type: Full-Time, PermanentIndustry: Managed Service Provider

Job Overview:

We are seeking a motivated and skilled IT Support Engineer to join our IT team in Witham. The successful candidate will provide 1st and 2nd line support, ensuring the smooth operation of IT systems for internal users and external clients. You will be the first point of contact for technical issues, troubleshooting hardware, software, and network problems, and escalating more complex issues when necessary.

Key Responsibilities:

• 1st/2nd Line Support: Provide day-to-day technical support for desktop, laptop, mobile devices, and software applications.
• Troubleshooting: Diagnose and resolve technical issues relating to operating systems (Windows, Mac OS), Microsoft 365, hardware, printers, and other peripherals.
• User Support: Respond to incoming requests via phone, email, and ticketing systems, ensuring timely resolution or escalation of issues.
• Network Support: Assist with basic networking issues (e.g., connectivity, routers, switches, firewalls).
• Software Installation & Configuration: Install, configure, and maintain software applications across various platforms.
• Hardware Maintenance: Set up and maintain PCs, laptops, printers, and other IT hardware, ensuring all systems are functioning properly.
• System Administration: Manage user accounts, permissions, and password resets using Active Directory.
• Documentation: Create and maintain IT documentation, including issue logs, knowledge base articles, and user guides.
• Escalation: Escalate unresolved issues to 3rd line support or other specialized teams when necessary.
• IT Asset Management: Maintain an up-to-date inventory of hardware and software assets.

Skills & Experience:

• Experience: 1-3 years of experience in an IT support role, ideally providing both 1st and 2nd line support.
• Technical Knowledge: Strong understanding of Windows and Servers, Microsoft 365, and Active Directory.
• Hardware & Software: Experience in troubleshooting and configuring hardware devices such as PCs, laptops, and printers.
• Networking: Basic understanding of network infrastructure, including switches, routers, and firewalls.
• Customer Service: Strong customer service skills with a focus on delivering high-quality support in a timely manner.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.