Hybrid IT Support Engineer: On-site & Remote Help

ParentPay Group; Rowley Green; On-site; GBP 28,000 - 46,000; Full time

Job summary

ParentPay Group is seeking an IT Support Engineer based primarily at the Coventry office to provide on-site and remote technical assistance for users across the organisation. The role includes occasional travel to our London and Bridgwater offices, supporting the planning and delivery of corporate events, and maintaining strong customer relationships.

The successful candidate will resolve hardware, software and service issues, document processes, and contribute to service improvements while

Qualifications

• Experience supporting end users' devices and cloud services within an IT support team.
• Experience in fast-paced environments supporting large user bases, on-site and remotely.
• Proficient with Windows 11 and macOS.
• Strong knowledge of Office 365 and Microsoft 365 Admin suite (Exchange/SharePoint/Teams/OneDrive).
• Experience with Active Directory, Azure Active Directory and Intune.
• Ability to document services and processes clearly.
• Basic IP networking knowledge including Wi‑Fi and LAN.
• Familiar with ITIL Change, Incident and Problem Management.

Responsibilities

• Provide technical on-site or remote support to users.
• Manage own tickets and ensure timely responses.
• Identify long-term resolutions for recurring incidents.
• Support IT system changes following change control processes.
• Train and upskill service desk colleagues to improve first-time resolutions.
• Escalate incidents when needed and maintain ownership.
• Create and maintain documentation of services and systems.
• Suggest improvements to IT services and tooling to boost efficiency.
• Assist service desk with user support calls and incident management.
• Deliver excellent customer service and build strong internal partnerships.
• Contribute to projects related to internal IT infrastructure when requested.

Skills

End user support

Windows 11

Mac support

Office 365 troubleshooting

Microsoft 365 Admin

Active Directory

Azure Active Directory

Intune Management

IP networking basics

ITIL practices

Documentation

VoIP support

Customer service

Training users

On-site & remote support

Job description

ParentPay Group is seeking an IT Support Engineer based primarily at the Coventry office to provide on-site and remote technical assistance for users across the organisation. The role includes occasional travel to our London and Bridgwater offices, supporting the planning and delivery of corporate events, and maintaining strong customer relationships.

The successful candidate will resolve hardware, software and service issues, document processes, and contribute to service improvements while