The IT Support Engineer provides comprehensive onsite and remote Level 2 support for end-user devices, network infrastructure, and IT systems. The role ensures operational continuity, compliance, and user satisfaction through troubleshooting, configuration, and maintenance of hardware, software, and network environments.
Key Responsibilities:
Provide Level 2 support for hardware, software, account issues, and VPN troubleshooting.
Deliver deskside support for deployments, repairs, and configurations.
Perform BIOS, OS, driver, application, and authentication configurations.
- Device Imaging & Maintenance:
Execute device imaging, reimaging, and hardware refresh cycles.
Sync and validate user data (e.g., OneDrive) and re-encrypt devices post-reimage.
Manage spare parts inventory and coordinate replacements.
- Network & Infrastructure Support:
Provide Smart Hands support for switches, routers, Wi-Fi APs, firewalls, and cabling.
Perform diagnostics, cable tracing, and physical network changes (rack/stack, patching).
Support urgent network incidents, including reboots, failovers, and visual checks.
- Server Room & IT Closet Maintenance:
Maintain server rooms and IT closets, ensuring cleanliness, labeling, and organization.
Verify rack space, power, cooling, and UPS status before installations or upgrades.
- Conference Room & AV Support:
Set up and troubleshoot AV equipment, Teams Rooms, displays, and peripherals.
Deploy and configure Teams Room devices and validate AV quality.
- Office Moves & Dispatches:
Support office relocations, including device disconnect, transport, and reconnection.
Provide on-demand dispatch for non-dedicated sites and vendor coordination.
Install, validate, and relocate printers/scanners; manage print queues.
Coordinate with OEMs for maintenance and escalate unresolved issues.
Perform diagnostics, device swaps, and compliance checks for lab systems.
Provide Smart Hands support for GMP and non-GMP lab environments.
Skills & Requirements:
Experience in Level 2 IT support, including hardware/software troubleshooting.
Proficiency in Windows OS, VPN, patching tools, and network fundamentals.
Strong organizational and communication skills.
Ability to lift/move IT equipment and work flexible hours for incidents or moves.
Pay: £29,000.00-£32,000.00 per year
Work authorisation:
- United Kingdom (required)
Work Location: In person
