IT Support Engineer

Day‑to‑Day:

• Provide technical IT support mainly across 1st and 2nd Line with gradual exposure to 3rd Line.
• Accurately capture and process support requests to the agreed standards.
• Answering incoming calls and acknowledging emails in a timely manner.
• Identify major incidents, gather full information and escalate where required.
• Troubleshoot and attempt to fix faults within designated parameters.
• Monitor, update and elevate tickets received by email to the next level if appropriate.

• Experience of Active Directory, Group Policy and Microsoft Server OS.
• Knowledge of cloud computing and cloud platform administration.
• Knowledge and support of Microsoft 365 / Azure platform.
• Understanding of network principals and associated security.
• Proactive team player with ability to build relationships.
• Problem solving and root cause analysis.
• Clear, accurate, effective and timely communication at all levels.
• Able to identify, explore and exploit opportunities for service improvement.
• Effectively prioritise requests/workload to ensure that they are dealt with in order of priority.
• Able to effectively delegate work to colleagues and escalate issues as required.
• Flexible and adaptable.
• Excellent accuracy and attention to detail throughout all aspects of the role.

This vacancy is hybrid with flexible around how this is structure to suit the individual. If you are a passionate IT Support professional looking to make an impact, we would love to hear from you! Please do contact Matt at Agilis Search who will be delighted to discuss this further. We look forward to your application!