About the Role
Greenbul Technology Solutions Ltd provides business technology, digital support, sustainable IT operations and customer-service solutions to organisations across the United Kingdom.
We are looking for a reliable, technically capable and customer-focused IT Support Engineer to provide first-line and second-line assistance to employees and business clients. The successful candidate will diagnose hardware, software, network and account-access issues while maintaining clear support records and delivering a professional user experience.
You will work with technical teams, service providers and internal departments to ensure that incidents are resolved efficiently and recurring problems are identified and escalated appropriately.
This mid-level position is suitable for candidates with experience in IT support, service-desk operations, desktop support, technical customer service or systems administration.
Key Responsibilities
Technical Support: Provide first-line and second-line assistance through telephone, email, remote-support tools and the company ticketing system.
Incident Diagnosis: Investigate hardware, software, operating-system, network and user-account issues.
Desktop Support: Install, configure and troubleshoot computers, monitors, printers, peripherals and approved business applications.
Account Administration: Create, update and disable user accounts while supporting password resets and access requests.
Software Support: Assist users with Microsoft 365, email, collaboration tools, browsers and other approved workplace applications.
Remote Assistance: Use approved remote-support tools to diagnose and resolve technical issues securely.
Ticket Management: Log, classify, prioritise and update support tickets with accurate notes and resolution details.
Hardware Preparation: Configure laptops, desktops and accessories for new employees and replacement requirements.
User Onboarding: Support new starters with system access, equipment setup and basic technology guidance.
Network Troubleshooting: Investigate routine Wi-Fi, connectivity, printer and local-network problems.
Security Support: Follow company procedures for access control, antivirus alerts, suspicious emails and device-security incidents.
Asset Records: Maintain accurate information about devices, licences, warranties and assigned equipment.
Technical Documentation: Create and update troubleshooting guides, support procedures and frequently asked questions.
Escalation: Refer complex incidents to senior engineers, suppliers or specialist teams with complete supporting information.
Service Improvement: Identify repeated technical problems and recommend practical improvements to systems and support procedures.
What We Are Looking For
- At least 2 years of experience in IT support, desktop support, technical support or a related position.
- Experience diagnosing common hardware, software and connectivity issues.
- Good knowledge of Windows operating systems and Microsoft 365 applications.
- Familiarity with user-account administration and password-management procedures.
- Strong written and spoken English.
- Professional communication skills when supporting non-technical users.
- Experience using help-desk, service-management or ticketing systems.
- Strong problem-solving and troubleshooting abilities.
- Accurate documentation and record-keeping skills.
- Ability to prioritise incidents based on urgency and business impact.
- Ability to work independently and as part of a technical team.
- Patient, dependable and customer-focused approach to support.
Preferred Qualifications
- Qualification in Information Technology, Computer Science, Networking or a related subject.
- CompTIA A+, Microsoft, ITIL or another relevant technical certification.
- Experience supporting Microsoft Entra ID, Active Directory or similar account-management systems.
- Familiarity with remote-device management and endpoint-security tools.
- Basic understanding of TCP IP, DNS, DHCP, VPNs and wireless networks.
- Experience supporting printers, mobile devices and audiovisual equipment.
- Previous experience working in a managed-service, professional-services or business-technology environment.
- Basic knowledge of sustainable IT practices, device-life-cycle management or energy-efficient technology.
Pay: £31,000.00-£40,000.00 per year
Benefits:
- Life insurance
- Paid volunteer time
- Sick pay
Work Location: In person
