IT Support Engineer

Here at Ruby Energy, we have an exciting position available for a IT Support Engineer to join our dynamic team based within our offices in Fleetwood Lancashire

The IT Support Engineer (1st and 2nd Line Support) is responsible for providing effective and efficient IT support to all end‑users within the organisation. This role focuses on desktop services within a full Microsoft environment, including Microsoft 365 (M365). The IT Support Engineer will handle IMAC (Install, Move, Add, Change) activities, manage incident processes, fulfil service requests, and assist with problem management.

The role requires a commitment to improving service quality and ensuring customer satisfaction in a busy environment with high demand and competing priorities.

Please note this is a full time onsite role in Fleetwood Lancashire and the ideal candidate must be able to commute on site daily

• Working hours – Monday to Friday
• Buy & Sell Annual Leave Scheme
• Company Pension
• Referral program
• Free onsite parking
• Employee Assistance Programme (EAP)
• Employee Recognition Incentives
• Company events
• Monthly dress down days
• Tea & coffee facilities & On‑site Canteen
• Local discounts / benefits
• Early Finish Fridays

• Provide 1st and 2nd line support for desktop services within a Microsoft environment.
• Manage and troubleshoot issues related to Microsoft 365 applications and services.
• Perform IMAC activities for hardware and software installations, moves, adds, and changes.
• Ensure all desktop services are operating effectively and efficiently.
• Log, categorise, and prioritise incidents in the IT service management system.
• Resolve incidents in a timely manner, ensuring minimal disruption to end‑users.
• Escalate complex incidents to higher‑level support teams when necessary.
• Follow up with end‑users to ensure incidents are resolved to their satisfaction.
• Process and fulfil service requests from end‑users promptly and efficiently.
• Maintain accurate records of service requests and their fulfilment status.
• Ensure that all service requests comply with established policies and procedures.
• Assist with the identification and resolution of recurring incidents and problems.
• Contribute to root cause analysis and the development of permanent solutions.
• Maintain documentation of known issues and solutions for future reference.

• Provide excellent customer service to all end‑users, maintaining a positive and helpful attitude.
• Communicate technical information to end‑users in a clear and understandable manner.
• Educate end‑users on IT policies, procedures, and best practices.

• Follow established IT processes, procedures, and policies at all times.
• Contribute to the continuous improvement of IT support processes and procedures.
• Ensure compliance with organisational security policies and guidelines.

• Continuously seek ways to improve the quality of IT support services.
• Participate in training and development activities to enhance technical skills and knowledge.
• Provide feedback and suggestions to the IT Service Desk Manager for service improvement.
• Take key roles in projects and continual service improvement work.
• Lead on specific change work as requested by Senior managers.

• Proven experience in a 1st and 2nd line IT support role.
• Strong knowledge of Microsoft 365 and desktop services in a Microsoft environment.
• Excellent troubleshooting and problem‑solving skills.
• Familiarity with IT service management frameworks and tools (e.g., ITIL, Service Now).
• Ability to manage multiple tasks and priorities in a busy environment.
• Strong customer service orientation with a positive and proactive attitude.
• Excellent communication skills, both verbal and written.
• Ability to work effectively as part of a team and independently.

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.

Ruby’s values are at the heart of…