Job Description:

An exciting opportunity has arisen for an experienced IT Support Engineer to join a dynamic Service Desk team. This role involves a mix of remote and onsite technical support, working across infrastructure, cloud technologies, and cyber security solutions.

• Deliver technical support by managing and resolving service tickets in line with agreed SLAs
• Handle both initial and escalated support requests, ensuring high levels of customer satisfaction
• Complete sales orders and project work within agreed timelines
• Implement approved technical solutions remotely and onsite
• Support continuous improvement of Service Desk technologies and processes
• Develop and maintain operational procedures, technical documentation, and user guides
• Monitor and respond to cyber security threats and vulnerabilities
• Perform routine maintenance, including backups and network/device updates
• Communicate effectively with internal teams and customers regarding technical issues and security risks
• Stay up to date with emerging technologies and contribute to best practice standards
• Promote awareness of infrastructure and platform technologies across the business

Skills & Experience Required

Technical Expertise:

• Microsoft 365 technologies (including Defender, Intune, Exchange Online, SharePoint, Teams, OneDrive)
• Experience with Windows Server, networking (routers/switches), and VoIP systems
• Proven background in cyber security tools and threat monitoring
• Experience with Microsoft Azure (desirable)
• Previous technical support role covering infrastructure, cloud, and endpoint environments
• Experience deploying and supporting Microsoft 365 solutions 
• Troubleshooting, diagnostic, and problem-solving skills

• Excellent customer service and communication skills
• Ability to work both independently and collaboratively
• Comfortable working under pressure in a fast-paced environment

This role offers a hybrid working model with a supportive team environment and opportunities to work with modern technologies across infrastructure and security.