It Support Engineer​/Coordinator

Initially 5 months with a view to extend. Inside IR35.

This is a hybrid role with an expectation to work from home 3 days per week and at the customer site 2 days per week within the West Midlands area.

You will act as the main interface and liaison between the customer, engineers, PMO team and partners, organising and scheduling end‑user activity and liaising with technical teams.

• Co‑ordinate activities on site with end‑users and engineers and manage any no‑shows, cancellations, reschedules, etc.
• Ensure effective communication with the business and stakeholders (including third‑party partners) delivering it in a timely and clear fashion, with expectations clearly set and met.
• Effectively manage and document any issues or escalations raised in an Issue Log, ensuring these are dealt with promptly and to a successful conclusion.
• Be proactive in driving timelines with all parties and communicate to end‑users where required.
• Manage changes to the deployment schedule in line with customer bookings and the project T‑schedule.
• Office applications proficiency in Microsoft Office applications—particularly Excel and SharePoint—is required for maintaining accurate deployment records, including Engineer Update Sheets and customer deployment Issue Logs.
• Cross‑functional collaboration: work with IT Tech Bar, IT hardware team, O365 team, Deployment Support team and Lifecycle Hub team via Microsoft Teams and Outlook.
• Technical awareness: work with a variety of laptop and desktop form factors. Basic knowledge of Software Centre, IP addressing, Group Policy updates, and device asset tags is expected. Perform the following device setup tasks:
• Setup Zscaler and RSA Token for secure VPN access.
• Map printers and network drives.
• Setup Teams and emails.
• Backup and sync browser bookmarks, One Note, and Sticky Notes.
• Setup and sync One Drive for data migration and backups.
• Assist with responding to customer email enquiries in our mailbox.
• Understand and adhere to SLAs, and assist parties with prioritising workload to meet timelines.
• Ensure full governance and compliance with IT/PMO standards, policies, processes, and tools.

• Proven experience in delivering IT end‑user related tasks/activities working closely with the customer.
• At least 2 years recent experience of performing an IT project coordination or team role.
• Good understanding and some practical experience in managing and mitigating IT escalations, conflicts, risks and issues.
• At least 2 years recent experience of performing an IT hardware rollout.
• Excellent MS Office skills.
• Proven experience working within a busy team and with end‑users, progressing project lifecycle from initial requirements to successful delivery.
• Excellent communication and interpersonal skills with the ability to develop and maintain collaborative working relationships.
• Good understanding of project governance and control.
• Hold or be studying an ITIL or project management qualification (PMI or Prince2).

• Excellent verbal and written communication skills. Ability to write in a clear and concise manner and record information accurately.
• Ability to interact and engage with end‑users.
• Full driving licence with use of a vehicle.