IT Support Engineer

Job Description

• Provide Level 1 remote and onsite IT support to client end users, and assist with Level 2 troubleshooting under supervision.
• Record, prioritise, update and close service requests and incidents in the ticketing system, ensuring timely follow-ups and accurate resolution notes.
• Install, configure and troubleshoot workstations, laptops, approved applications, printers, peripherals and basic network connectivity.
• Provide routine user account and application support for Windows, Active Directory, Microsoft 365, MFA and other approved cloud services, subject to client authorisation.
• Support staff IT onboarding and exit clearance, including account provisioning and revocation, user orientation, device handover and equipment recovery.
• Assist with scheduled preventive maintenance, system health checks and fault escalation for servers, networks, NAS, backup systems and endpoints.
• Assist with routine cybersecurity checks, endpoint protection, patch monitoring and security alert escalation in accordance with established procedures.
• Participate in IT deployments, infrastructure upgrades, migrations and post-implementation support under supervision.
• Create and maintain technical documentation, network and system records, troubleshooting procedures and maintenance checklists.
• Maintain accurate IT asset inventories, warranty information and device assignment records.
• Liaise with external vendors on assigned technical support cases, IT procurement, licensing, deliveries and warranty matters under guidance.
• Assist with basic IT assessments using approved checklists and perform other related IT support duties as assigned.

Job Requirements

• Nitec / Higher Nitec / Diploma or equivalent qualification in any discipline. IT-related qualifications or certifications are an advantage.
• No prior IT support experience required. Relevant experience is an advantage.
• Good interpersonal and communication skills, customer-service mindset, basic computer literacy, problem-solving aptitude and willingness to learn.