Role Description
ITWiser are seeking an experienced and motivated IT Support Engineer to join our growing IT team. The successful candidate will be responsible for providing high-quality technical support to end users, diagnosing and resolving escalated issues, and assisting with the delivery of IT projects.
You will act as a key escalation point for other members of the team, working closely with customers, colleagues, and third-party vendors to ensure excellent service delivery. This role offers the opportunity to develop your technical skills across Microsoft 365, cloud technologies, networking, infrastructure, and cyber security including Cyber Essentials.
Key Responsibilities
- Provide technical support for clients and internal users via phone, email, remote support tools, and on-site visits where required.
- Investigate, troubleshoot, and resolve escalated incidents and service requests to agreed service levels.
- Manage and maintain Microsoft 365 environments, including Exchange Online, SharePoint, Teams, and Entra ID (Azure AD).
- Administer Active Directory, Group Policy, user accounts, and permissions.
- Support Windows desktop and server environments.
- Diagnose and resolve networking issues involving TCP/IP, DNS, DHCP, VPNs, VLANs, wireless networks, switches, and routers.
- Build, configure, deploy, and support laptops, desktops, mobile devices, and peripheral hardware.
- Assist with infrastructure projects, migrations, upgrades, and system implementations.
- Liaise with third-party suppliers and vendors to resolve technical issues.
- Maintain accurate documentation, ticket updates, and knowledge base articles.
- Monitor systems proactively and identify opportunities for service improvement.
- Support Cyber Security initiatives, including endpoint protection, security best practices, and vulnerability remediation.
- Mentor and support colleagues, sharing knowledge and technical expertise.
Required Skills & Experience
- Minimum 3 years' experience in an IT Support or Service Desk environment.
- Proven experience providing technical support.
- Strong troubleshooting and problem-solving skills.
- Experience supporting Microsoft 365, Windows 10/11
- Experience supporting iOS/Android mobile operating systems
- Experience supporting Windows Server environments
- Experience supporting Active Directory and Group Policy
- Experience supporting Exchange Online
- Networking technologies (DNS, DHCP, TCP/IP, VPN, VLANs)
- Experience with remote management and monitoring tools.
- Knowledge of endpoint security and cybersecurity best practices.
- Excellent verbal and written communication skills.
- Strong customer service focus with the ability to manage multiple priorities.
Desirable Skills
- Experience with Azure cloud services.
- Knowledge of virtualization technologies such as VMware or Hyper-V.
- Experience with backup and disaster recovery solutions.
- Familiarity with firewall management and network security.
- Experience supporting VoIP platforms.
- Industry certifications such as:
- Microsoft Fundamentals or Associate Certifications
- CompTIA A+, Network+, or Security+
- ITIL Foundation
- Cisco Certifications
Personal Attributes
- Professional and customer-focused.
- Self-motivated with a proactive approach to problem solving.
- Strong attention to detail.
- Able to work independently and as part of a team.
- Willingness to learn and develop new technical skills.
- Ability to remain calm and organised under pressure.
- Takes ownership of issues through to resolution.
Benefits
- Competitive salary.
- Company pension scheme.
- Company life insurance scheme.
- Company EV car scheme.
- Training and certification support.
- Tea / Coffee / Fizzy Drinks / Biscuits!
- Free on-site parking.
Essential Requirements
- Full UK Driving Licence (if site visits are required).
- Eligibility to work in the United Kingdom.
- Ability to travel to customer sites when needed.
This position is ideal for an experienced IT Support professional looking to advance their career in a technically diverse environment while gaining exposure to infrastructure, cloud technologies, cybersecurity, and project delivery.
Job Descriptions
IT Support, IT Support Engineer, Support Engineer, IT Support Technician, Windows Support, Helpdesk, Helpdesk Engineer, Technical Support, Network Manager, IT Manager, MSP
Job Types: Full-time, Permanent
Pay: £26,000.00-£32,000.00 per year
Work Location: In person
