IT Support Engineer
About Us
We are an established and growing Managed Service Provider (MSP), committed to delivering excellent IT support and customer service.
As we continue to expand, we are looking for a motivated and customer-focused IT Support Engineer to join our award-winning Customer Success team based in Hereford.
This is a great opportunity for someone who enjoys working with technology, solving problems and dealing directly with customers. You’ll work across a wide range of IT systems and technologies, with plenty of opportunities to develop your technical knowledge and progress your career.
This is an office-based position at our Hereford office, with occasional customer site visits where required.
The Role
As an IT Support Engineer, you will provide day-to-day technical support to our customers, helping resolve issues across desktops, laptops, Microsoft 365, networking, servers, cloud services and other business IT systems.
You’ll be responsible for taking ownership of support requests, communicating clearly with customers and working with the wider technical team when additional knowledge or assistance is required.
The role will give you exposure to a broad range of technologies and customer environments, rather than working with the same systems every day.
What We're Looking For
We’re looking for someone who:
- Has an excellent telephone manner and enjoys dealing with customers.
- Has a genuine interest in IT and technology.
- Enjoys troubleshooting and solving technical problems.
- Can communicate technical information clearly and simply.
- Is organised and able to prioritise their workload.
- Takes ownership of problems and sees them through to resolution.
- Is willing to learn and develop their technical knowledge.
- Can work independently while also being part of a wider technical team.
- Remains calm and professional when dealing with urgent issues.
Key ResponsibilitiesCustomer & Technical Support
- Answer incoming support calls and provide professional technical assistance.
- Log, manage and update support tickets accurately.
- Troubleshoot Windows desktop and laptop issues.
- Diagnose hardware, software and application problems.
- Provide remote support to customers using our remote management and support tools.
- Install and configure desktops, laptops, printers and peripheral devices.
- Troubleshoot user accounts, permissions, profiles and application issues.
- Keep customers updated throughout the life of their support request.
- Take ownership of issues and work with other engineers where additional technical assistance is required.
- Attend customer sites when remote resolution is not possible or when onsite work is required.
Microsoft 365 & Cloud
- Support Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.
- Create and manage Microsoft 365 users, groups and permissions.
- Troubleshoot email, mailbox and Exchange Online issues.
- Assist with SharePoint sites, document libraries and permissions.
- Support Microsoft Entra ID user accounts and authentication.
- Assist with Microsoft Intune device management and policies.
- Troubleshoot Multi-Factor Authentication and user sign-in problems.
- Assist with Microsoft 365 security and configuration.
- Support cloud-based applications and services used by our customers.
Networking & Infrastructure
- Troubleshoot wired and wireless network connectivity.
- Diagnose DNS, DHCP, IP addressing and general network issues.
- Support switches, wireless access points, routers and firewalls.
- Assist with VPN and remote-access issues.
- Carry out basic network troubleshooting and connectivity testing.
- Assist with the installation and configuration of network equipment.
- Support Windows Server environments, including user accounts, permissions and shared resources.
- Assist with Active Directory and Group Policy administration.
- Troubleshoot file shares, mapped drives and printer deployments.
- Assist with backup systems and investigate failed backup jobs.
Technical Knowledge
You don't need to know everything below, but experience in some of these areas would be beneficial:
- Windows 10 and Windows 11.
- Microsoft 365.
- Exchange Online.
- Microsoft Teams.
- OneDrive and SharePoint.
- Microsoft Entra ID.
- Microsoft Intune.
- Active Directory.
- Windows Server.
- DNS and DHCP.
- TCP/IP and general networking.
- Wi-Fi and network troubleshooting.
- Firewalls, switches and VPNs.
- Backup solutions.
- Remote monitoring and management tools.
- Endpoint security and antivirus solutions.
- PC, laptop and printer hardware.
Desirable Skills & Experience
It would be beneficial if you have:
- Previous experience working within an MSP or IT support environment.
- Microsoft certifications such as MS-900, AZ-900, MD-102 or similar. We can help you through the processes of getting these certifications if you do not currently have them.
- Experience administering Microsoft 365.
- Knowledge of Microsoft Entra ID and Intune.
- Experience supporting Windows Server and Active Directory.
- Knowledge of networking, firewalls, switches and wireless systems.
- Experience with SharePoint administration and permissions.
- Understanding of Cyber Essentials and IT security best practices.
- Experience with backup and disaster recovery solutions.
- Experience working with cloud and virtualised environments.
Don't worry if you don't have all of the above.
We are looking for the right person with the right attitude as much as we are looking for technical knowledge. If there are areas where you need additional training, we will support you with courses, certifications and hands-on experience to help develop your skills.
Personal Attributes
- Friendly and approachable.
- Excellent customer service skills.
- Good telephone manner.
- Strong communication skills.
- Reliable and organised.
- Good attention to detail.
- Willingness to learn.
- Ability to take ownership and responsibility.
- Comfortable working in a busy environment.
- Able to manage multiple support requests and priorities.
- Enjoys being part of a team and sharing knowledge.
What We Offer
- Competitive salary based on experience.
- Structured training and development.
- Microsoft certification support.
- Clear opportunities for career progression.
- Hands-on experience across a wide range of technologies.
- Exposure to different businesses, industries and IT environments.
- Opportunity to work on customer projects as your skills develop.
- Support from experienced engineers and technical specialists.
- A friendly, supportive and close-knit team environment.
- Opportunity to work within an award-winning Customer Success team.
If you're passionate about IT, enjoy helping people and want a role where you can continue developing your technical skills, we'd love to hear from you.
Job Type: Full-time
Benefits:
- Company events
- Company pension
- On-site parking
- Sick pay
Ability to commute/relocate:
- Hereford, Herefordshire: reliably commute or plan to relocate before starting work (required)
Work Location: In person
