1st Line IT Support Engineer

Shepherds Friendly is a modern mutual society, offering a variety of adult and children’s financial products and services such as ISAs, savings plans, life insurance and income protection. Located in south Manchester in the heart of Cheadle village, the Society has been providing financial security to members for almost 200 years.

Guided by our values of working together, doing the right thing, and making a difference, we are committed to delivering a service which helps our members plan their finances and secure their family’s future. In a world of financial complexity, we believe in the power of simplicity.

We are currently recruiting for a 1st Line IT Support Engineer within the IT & Cyber Security Department to join our team of talented individuals.

The 1st Line IT Support Engineer is responsible for providing first line technical support to colleagues across the Society, ensuring timely resolution of queries and incidents. The role supports the day to day operation of IT systems, assists with user administration and contributes to maintaining secure and reliable technology services.

• Provide first line technical support to users across the organisation via appropriate support channels.
• Log, manage and prioritise IT support requests, ensuring they are resolved or escalated in line with service expectations.
• Set up, configure and maintain user devices and IT equipment.
• Create and manage user accounts and email accounts within Active Directory, Exchange and Azure environments.
• Maintain user access, permissions and security settings across systems.
• Support the Society’s hosted desktop environment and core IT services.
• Assist with updates, changes and maintenance across IT infrastructure.
• Support network and system maintenance activities as required.
• Assist with maintaining the Society’s asset management
• Contribute to system integrations and wider IT initiatives in line with the Society’s technology strategy.
• Maintain accurate documentation of support activity and system configurations.

• Provide a professional, responsive and user focused IT support service.
• Communicate clearly with non-technical users, ensuring issues and solutions are understood.
• Work collaboratively with wider IT teams to elevate and resolve complex issues.
• Support a positive user experience across all technology interactions.

• Follow IT policies, procedures and security standards in all activities.
• Support enforcement of access controls and system security measures.
• Contribute to cyber security initiatives and maintain awareness of best practice.
• Identify and elevate risks, vulnerabilities or issues affecting IT systems.
• Maintain accurate records to support audit and compliance requirements

• Knowledge of IT hardware, software and Windows operating systems
• Knowledge of Microsoft 365.
• Understanding of IT support systems (ITSM, ITAM).
• Ability to troubleshoot common IT related issues.
• Ability to manage workload and prioritise tasks effectively.

• Knowledge of Azure or cloud technologies.
• Exposure to SQL or database environments.
• Basic cyber security awareness and knowledge of security best practices
• Experience supporting Microsoft cloud environments

• Strong problem solving and troubleshooting skills.
• Good communication and customer service skills.
• Ability to work independently and manage changing priorities, whilst effectively escalating work were appropriate.
• Attention to detail and organisational skills.
• Willingness to learn and develop technical capability.

• Salary Range: £25,000-£27,000 DOE
• Company Pension Scheme – 8% employer contribution
• Hybrid
• Flexible…