IT Support Engineer

The IT Support Engineer (1st and 2nd Line Support) is responsible for providing effective and efficient IT support to all end-users within the organisation. This role focuses on desktop services within a full Microsoft environment, including Microsoft 365 (M365). The IT Support Engineer will handle IMAC (Install, Move, Add, Change) activities, manage incident processes, fulfil service requests, and assist with problem management. The role requires a commitment to improving service quality and ensuring customer satisfaction in a busy environment with high demand and competing priorities

Main Responsibilities (but not limited to):

Desktop Support:

• Provide 1st and 2nd line support for desktop services within a Microsoft environment.
• Manage and troubleshoot issues related to Microsoft 365 applications and services.
• Perform IMAC activities for hardware and software installations, moves, adds, and changes.
• Ensure all desktop services are operating effectively and efficiently.

Incident Management:

• Log, categorise, and prioritise incidents in the IT service management system.
• Resolve incidents in a timely manner, ensuring minimal disruption to end-users.
• Escalate complex incidents to higher-level support teams when necessary.
• Follow up with end-users to ensure incidents are resolved to their satisfaction.

Service Request Fulfilment:

• Process and fulfil service requests from end-users promptly and efficiently.
• Maintain accurate records of service requests and their fulfilment status.
• Ensure that all service requests comply with established policies and procedures.

Problem Management:

• Assist with the identification and resolution of recurring incidents and problems.
• Contribute to root cause analysis and the development of permanent solutions.
• Maintain documentation of known issues and solutions for future reference.

Customer Service:

• Provide excellent customer service to all end-users, maintaining a positive and helpful attitude.
• Communicate technical information to end-users in a clear and understandable manner.
• Educate end-users on IT policies, procedures, and best practices.

Process and Policy Compliance:

• Follow established IT processes, procedures, and policies at all times.
• Contribute to the continuous improvement of IT support processes and procedures.
• Ensure compliance with organizational security policies and guidelines.

Quality Improvement:

• Continuously seek ways to improve the quality of IT support services.
• Participate in training and development activities to enhance technical skills and knowledge.
• Provide feedback and suggestions to the IT Service Desk Manager for service improvement.
• Take key roles in projects and continual service improvement work.
• Lead on specific change work as requested by Senior managers

Skills and Qualifications:

• Proven experience in a 1st and 2nd line IT support role.
• Strong knowledge of Microsoft 365 and desktop services in a Microsoft environment.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with IT service management frameworks and tools (e.g., ITIL, ServiceNow).
• Ability to manage multiple tasks and priorities in a busy environment.
• Strong customer service orientation with a positive and proactive attitude.
• Excellent communication skills, both verbal and written.
• Ability to work effectively as part of a team and independently.

Education, Certifications or Equivalent Experience:

• A relevant GCSE, degree or diploma in IT or a related field.
• Certifications in Microsoft technologies (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate).
• ITIL Foundation certification or equivalent experience or understanding.

Work Environment:

• Fast-paced and dynamic work environment with a high volume of requests and incidents.
• Requires regular interaction with end-users and other IT team members.
• May require occasional after-hours or weekend work for system maintenance, changes or major incidents.
• Will require strict 9 to 5 availability and flexible breaks as part of rota. The rota will include occasional travel to Manchester and other Fylde cost sites