IT Support Engineer

About the Role

We are seeking a skilled and proactive IT Support Engineer (6-month contract) to join our small IT team. As the primary point of contact for IT queries and issues, you will provide hardware and software support to internal staff, manage user accounts and permissions, and help maintain business-critical systems.

• Technical Support:
  Act as the first point of contact for all IT support requests (email, chat, helpdesk, phone); diagnose and troubleshoot hardware and software issues and escalate complex problems where appropriate; install, configure, and update applications on Windows and MacOS devices; provide clear guidance to users on software functionality and best practices.
• Hardware Management:
  Support and troubleshoot Windows laptops and other end-user devices; perform hardware upgrades, repairs, and replacements; deploy new hardware to staff (if local to Milton Park office); maintain an accurate inventory of IT hardware assets.
• User Account and Access Management:
  Create, modify, and deactivate user accounts in Active Directory and Microsoft 365; manage user roles, permissions, and group memberships across multiple platforms; administer access to cloud-based solutions including Jira and other business applications; ensure timely offboarding and maintain security compliance standards.
• Systems and Infrastructure Support:
  Working closely with the IT System Administrator to support business systems; maintain up-to-date technical documentation, configuration guides and knowledge base articles.

Operating Systems & Infrastructure: Windows Server , Windows 11, MacOS, VMware

Microsoft Cloud Services: Microsoft 365 / Office 365, Entra  (Azure AD), Intune, SharePoint online

Cloud & Infrastructure: AWS

Business Applications: Jira, Confluence

Security & Management: Ninja One RMM, Harmony SASE, Webroot/Opentext AV

Essential Requirements

• Strong demonstrable experience supporting Windows-based systems in a business environment
• Proven experience upgrading, troubleshooting, and managing computer hardware
• Practical knowledge of user account management in Active Directory and Microsoft 365 environments
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently
• Ability to work independently, prioritise workload, and manage multiple tasks effectively
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users
• Highly organised with exceptional attention to detail
• Customer-focused approach with a commitment to delivering excellent service

Desirable Requirements

• Experience supporting MacOS devices in a mixed-platform environment
• Knowledge of network administration, including VPNs, firewalls, and network troubleshooting
• Experience providing formal 1st and 2nd line IT support in a helpdesk or service desk environment
• Familiarity with cloud-based platforms such as Jira, Confluence, or similar business applications
• Experience with IT service management (ITSM) tools and remote management software
• Relevant IT qualifications (e.g., CompTIA A+, Microsoft certifications, ITIL Foundation)
• Understanding of information security principles and data protection requirements