IT Support Engineer

The IT Support Engineer provides 1st and 2nd line technical support to internal users, ensuring the effective operation of end‑user devices, applications, and IT services. The role focuses on incident resolution, service request fulfilment, and user account management, with escalation to 3rd line support where required.

This role is key in delivering a high‑quality, customer‑focused IT support service.

• Provide 1st and 2nd line support for IT incidents and service requests via service desk tools, phone, and email
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues on time
• Escalate unresolved or complex issues to 3rd line support or external suppliers, ensuring clear handover and documentation
• Monitor ticket queues and ensure incidents are managed in line with agreed SLAs

• Support and maintain end‑user devices including desktops, laptops, mobile devices, and peripherals
• Install, configure, and support operating systems and standard business applications
• Perform device builds, rebuilds, and replacements in line with company standards
• Support Microsoft 365 applications including Outlook, Teams, One Drive, and Share Point

• Create, modify, and disable user accounts in Microsoft 365
• Manage access permissions, group memberships, and shared resources in accordance with security policies
• Support password resets, MFA issues, and account‑related queries

• Accurately log all incidents, requests, and resolutions within the service desk system
• Maintain and contribute to support documentation, user guides, and knowledge base articles
• Follow IT policies, procedures, and change management processes

• Assist with onboarding and offboarding of employees, including IT setup and access provisioning
• Support basic networking issues (LAN, Wi‑Fi, VPN connectivity)
• Liaise with third‑party vendors and suppliers where required
• Participate in routine IT maintenance tasks and occasional out‑of‑hours support where necessary

• Experience in a 1st / 2nd line IT support or service desk role
• Strong knowledge of Windows operating systems and end‑user hardware
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, One Drive)
• Familiarity with Active Directory user and group management
• Good understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)
• Strong customer service and communication skills
• Ability to prioritise workload and manage multiple support requests

• Experience with endpoint management tools (e.g. Intune, Endpoint Central)
• Knowledge of MacOS operating systems and hardware
• Exposure to ITIL‑based service management practices
• Basic knowledge of cloud platforms such as Microsoft Azure
• Awareness of security best practices and data protection principles

Here at Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are  are committed to an inclusive workforce that fully represents diverse cultures, backgrounds, and viewpoints. We are dedicated to supporting inclusion and diversity  actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us