About the Role
Serries Business and Technology Services provides technical support, business systems assistance and operational technology solutions to organisations across a range of sectors. We are looking for an experienced IT Support Engineer to help maintain reliable day-to-day technology services for internal users and client environments.
You will provide technical assistance across hardware, software, user accounts, networks and cloud-based systems. The role involves resolving incidents, investigating recurring issues and supporting the setup and maintenance of workplace technology.
This position is suitable for a practical and service-focused IT professional who can troubleshoot confidently, communicate clearly with users and manage several technical requests at the same time.
Key Responsibilities
Technical Support: Provide first-line and second-line support for desktop computers, laptops, mobile devices, printers, business applications and user-access issues.
Incident Resolution: Diagnose and resolve hardware, software, connectivity and account-related incidents within agreed service targets.
User Account Management: Create, update and disable user accounts, permissions, email access and shared resources in line with approved procedures.
Device Setup: Configure and deploy computers, monitors, mobile devices and peripheral equipment for new and existing users.
Software Support: Install, update and troubleshoot operating systems, productivity tools and approved business applications.
Network Troubleshooting: Investigate basic wired, wireless, VPN and internet-connectivity problems and escalate complex issues when necessary.
Microsoft 365 Support: Assist users with Outlook, Teams, OneDrive, SharePoint and other Microsoft 365 services.
Ticket Management: Record incidents, requests, troubleshooting actions and resolutions accurately in the service-management system.
Security Support: Apply security updates, support antivirus and endpoint-protection tools and report suspicious activity through the correct channels.
Technical Documentation: Maintain setup guides, troubleshooting instructions, asset records and knowledge-base articles.
Asset Management: Track company devices, accessories, software licences and equipment assignments.
Escalation: Refer infrastructure, server, application or cybersecurity issues to specialist teams with clear supporting information.
User Guidance: Explain technical solutions clearly and provide practical advice that helps users prevent recurring problems.
What We Are Looking For
Experience: At least 2 to 4 years of experience in IT support, service desk, desktop support or a related technical role.
Technical Knowledge: Good understanding of Windows environments, computer hardware, printers, mobile devices and common workplace applications.
Microsoft 365: Practical experience supporting Outlook, Teams, OneDrive, SharePoint and Microsoft user accounts.
Networking: Basic knowledge of TCP/IP, DNS, DHCP, VPNs, Wi-Fi and local-area network troubleshooting.
Troubleshooting: A structured approach to diagnosing faults, testing solutions and identifying when escalation is required.
Service Management: Experience using ticketing or IT service-management platforms to record and manage technical requests.
Customer Service: A patient and professional approach when supporting users with different levels of technical knowledge.
Communication: Ability to explain technical information clearly in person, by telephone and in writing.
Organisation: Ability to prioritise incidents, manage competing requests and meet service deadlines.
Security Awareness: Understanding of password security, access control, endpoint protection and safe handling of business data.
Qualifications: A qualification or certification in information technology, computer systems, networking or a related subject is preferred but not essential.
Mindset: Dependable, methodical and willing to take ownership of technical issues through to resolution.
Pay: £30,000.00-£34,000.00 per year
Work Location: In person
