Information Technology Support Engineer

We are looking for an experienced IT Support Engineer (Mid‑Senior Level) to join a growing IT team in Oxford. This role involves providing Level 2 / Level 3 technical support, maintaining IT infrastructure, and acting as an escalation point for complex issues. The ideal candidate is hands‑on, proactive, and comfortable supporting users in a professional, fast‑paced environment., IT Support & Escalation

Level 2 & 3 Support

• Deliver Level 2 and Level 3 IT support to end users
• Troubleshoot complex hardware, software, and system issues
• Act as an escalation point for junior support engineers
• Ensure timely resolution of incidents and service requests

Systems & Infrastructure Support

• Support Windows desktop and server environments
• Manage Active Directory, Group Policy, and user access
• Administer Microsoft 365 (Exchange Online, Teams, SharePoint, One Drive)
• Troubleshoot network issues (LAN/WAN, DNS, DHCP, VPN)

Security, Backup & Reliability

• Apply IT security policies and best practices
• Support endpoint protection, patching, and system updates
• Assist with backup, recovery, and disaster recovery processes
• Ensure systems comply with internal and regulatory standards

Projects, Documentation & Improvement

• Participate in IT upgrades, migrations, and improvement projects
• Maintain accurate technical documentation and asset records
• Identify opportunities to improve IT service delivery
• Provide guidance and mentoring to junior team members

Stakeholder & Vendor Interaction

• Support internal users across departments
• Communicate technical issues clearly to non‑technical stakeholders
• Liaise with third‑party vendors and service providers

Requirements

• 3‑6+ years of experience in IT Support or Infrastructure roles
• Proven experience delivering Level 2 / Level 3 support
• Strong hands‑on knowledge of:
  • Windows 10/11 and Windows Server
  • Active Directory and Group Policy
  • Microsoft 365 services
• Solid understanding of:
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • IT security and access control principles
• Strong troubleshooting, communication, and documentation skills

Preferred / Advantageous Skills

• Experience with virtualization (VMware / Hyper‑V)
• Exposure to Azure or cloud‑based services
• ITIL Foundation or service‑management experience
• Background in education, healthcare, or professional services environments

Education & Certifications

• Bachelor's degree in IT, Computer Science, or a related field (preferred)
• Relevant certifications are an advantage:
  • Microsoft certifications
  • CompTIA Network+ / Security+
  • ITIL Foundation

Benefits / Opportunity

• Opportunity to work in a stable and professional IT environment
• Exposure to modern infrastructure and cloud technologies
• Autonomy and responsibility in a senior support role
• Competitive salary based on experience
• In‑house training and continuous professional development opportunities

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