IT Support Engineer

Overall purpose

Working as part of the Inno-Tech team you are responsible for providing technical support and assistance to end-users, ensuring that hardware, software, and network‑related issues are resolved quickly and effectively. This role involves close collaboration with other IT professionals to deliver a high level of service to primarily internal, but occasionally also external customers.

• Provide 1st line IT support (whether in person, or remotely) to employees and other internal customers to ensure a great experience for all users
• Support users of Windows desktop and laptop computers
• Support users of iOS and Android mobile devices
• Support users of standard as well as line of business applications
• Use existing processes to deploy computers and software as required
• Follow standards and processes to onboard and offboard users
• Assist with the management of user accounts, permissions, and access controls to ensure secure and appropriate access to resources
• Log and track all support requests and incidents in the IT service management system, ensuring accurate documentation of issues and resolutions
• Prioritise and manage multiple support requests simultaneously, ensuring timely resolution according to service level agreements (SLAs)
• Follow up with users to ensure that issues are resolved to their satisfaction and to provide additional assistance if needed.
• Perform routine maintenance tasks, such as software updates, virus scans, and backups, to ensure the stability and security of IT systems
• Monitor system performance and proactively identify potential issues, resolving them before they impact users
• Troubleshooting technical problems
• Set up, maintain user workstations
• Maintain hardware and software inventories
• Document system processes and solutions
• Provide technical guidance and demonstrations to users
• Assist in testing existing and new functionality on business applications and identify issues

• Excellent customer service and interpersonal skills, fluent English
• Strong time management, organisational and analytical skills with excellent attention to detail
• Experience using tools for testing, debugging, and troubleshooting
• Analytical skills and problem-solving abilities
• Install, configure, and upgrade hardware, software
• Basic knowledge HTML, CSS, Java Script
• Experience with user and group management in Active Directory, Microsoft 365 and Entra
• Experience with core networking technologies : LAN, WLAN, DNS, DHCP
• Ability to use existing Power Shell scripts for automated processes

• Experience of working in a customer‑facing role, preferably in a technical support role
• A degree in a relevant field (e.g. information technology, computer networking, desktop support) or equivalent work experience would be an advantage but is not required