About the Role

We are looking for an experienced End User Support / Desktop Support Engineer to join our IT team and provide high-quality technical support to users across the organisation.

The successful candidate will have strong experience supporting Windows environments, Microsoft 365, Active Directory, and endpoint management, alongside a good understanding of networking fundamentals. You will be responsible for resolving day-to-day technical issues, supporting users through the IT service desk, and ensuring incidents and requests are handled efficiently and within agreed SLAs.

Key Responsibilities

• Provide 1st and 2nd line technical support for desktops, laptops, mobile devices, and associated hardware/software.
• Troubleshoot and resolve Windows hardware and software issues.
• Manage user accounts, permissions, security groups, and Group Policy using Active Directory.
• Support and administer Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
• Image, deploy, configure, and manage Windows devices using endpoint management technologies such as Microsoft Intune or SCCM.
• Troubleshoot network connectivity issues, including VPN, Wi-Fi, DNS, DHCP, printers, and peripherals.
• Log, manage, and resolve incidents and service requests through the organisation's ITSM/ticketing platform, ensuring agreed SLAs are met.
• Support joiner, mover, and leaver processes, including user account creation, access provisioning, device allocation, and asset management.
• Provide clear communication and guidance to users, ensuring a high standard of customer service.
• Escalate complex or specialist technical issues to relevant 2nd/3rd line and technical teams.
• Maintain accurate documentation of incidents, resolutions, procedures, and knowledge articles.

Required Skills & Experience

• Proven commercial experience in an End User Support, Desktop Support, IT Support, or IT Helpdesk role.
• Strong hands-on knowledge of Windows 10/11 operating systems.
• Experience supporting and administering Microsoft 365, particularly Exchange Online, Teams, SharePoint, and OneDrive.
• Practical experience with Active Directory, including user and group management and Group Policy Objects (GPOs).
• Experience using endpoint/device management technologies such as Microsoft Intune or SCCM.
• Good understanding of core networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience working with an ITSM or ticketing platform, such as ServiceNow, Remedy, or similar.
• Strong troubleshooting and problem-solving capabilities.
• Excellent customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Ability to prioritise workloads, manage competing tickets, and work effectively against agreed SLAs.

Desirable

• Microsoft certifications such as MS-900, MD-102, or equivalent.
• Experience working within a structured ITIL/ITSM environment.
• Knowledge of Microsoft Entra ID / Azure AD.
• Experience with endpoint security and device compliance management.
• Experience supporting users within a corporate or enterprise environment.
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