User Support Engineer

IT User Support Engineer
£160 Per Day, Inside IR35
Cardiff
Hybrid
3-Month Contract

Your new role
We are looking for a customer-focused User Support Engineer to provide first-line technical support to internal users. You will act as the first point of contact for IT queries, diagnosing and resolving a broad range of hardware, software and account-related issues.

Key Responsibilities:

Act as the first point of contact for internal IT support queries.
Log, categorise and prioritise incidents and service requests in line with agreed SLAs.
Diagnose, troubleshoot and resolve first-line hardware and software issues.
Provide account administration and user support within Active Directory.
Support users across Microsoft 365, Windows 11 and Microsoft Teams.
Provide assistance with laptops, desktops, iPads, smartphones and other end-user devices.
Support Microsoft Teams and associated telephony systems.
Escalate more complex technical issues to the appropriate IT teams where required.
Maintain and improve the internal IT knowledge base.
Provide guidance and training to users on IT systems and applications.
Contribute towards continual service improvement, identifying opportunities to improve the user experience and IT support processes.

What you'll need to succeed

Previous experience within an IT Support, Service Desk, Helpdesk or User Support environment.
Strong customer service and communication skills.
Experience supporting Microsoft 365 / Office 365 applications.
Good working knowledge of Windows 11.
Experience supporting Apple devices, including iPads.
Knowledge of Active Directory, including basic account administration.
Experience troubleshooting hardware and software issues.
Exposure to Microsoft Teams and telephony systems.
An understanding or experience of Microsoft Copilot would be beneficial.
A basic understanding of the Welsh language would be advantageous.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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