Internal Systems Support Engineer

RedTech Recruitment Ltd.; Lutterworth; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

RedTech Recruitment Ltd. is seeking an Internal Systems Support Engineer to support colleagues across the UK and US. The role covers hardware, networks, servers and cloud platforms, with a focus on troubleshooting and helping users improve technical skills.

You will work in a hybrid setup from Lutterworth, with travel to Berkshire and the US as needed, supporting ITIL-based processes and mentoring junior staff.

Qualifications

• Solid commercial experience in a similar IT support role, providing 1st and 2nd line support.
• Strong knowledge of Windows desktop and server environments, networking, VPNs and mobile devices.
• Experience with Linux, macOS, virtualisation technologies such as VMware, backup solutions and cloud platforms such as Azure or AWS.
• Familiarity with ITIL principles and working within structured support processes.
• Strong troubleshooting skills, with the ability to investigate issues and identify practical solutions.
• Excellent communication skills, with a helpful, customer-focused approach to supporting colleagues.
• Strong organisational skills, including managing multiple support cases and maintaining accurate technical documentation.
• Ability to support junior colleagues and share technical knowledge.
• Degree educated in Computer Science, Engineering or a related subject, or equivalent practical experience.
• Full UK driving licence
• Microsoft certifications, an understanding of cybersecurity frameworks
• Eligible for UK security clearance (this usually means you have been a UK resident for 5+ years, have a clean criminal record, etc.)

Responsibilities

• Provide 1st and 2nd line IT support to colleagues across UK and US offices through the internal service desk.
• Investigate and resolve hardware, software, connectivity and access issues.
• Install, configure and maintain computers, servers, networking equipment and other IT systems.
• Manage incidents and service requests in line with agreed service levels.
• Assist with more complex technical investigations and infrastructure projects under the guidance of senior colleagues.
• Support the availability and reliable operation of internal infrastructure and corporate systems.
• Liaise with external suppliers regarding IT equipment and services.
• Create and maintain support documentation, procedures and knowledge-base articles.
• Follow established IT service management, information security and documentation processes.
• Participate in the on-call rota, including extended-hours and weekend support, once trained.

Skills

IT Support

Windows & Server

Networking & VPNs

Linux/macOS

Cloud Platforms

ITIL

Troubleshooting

Communication

Documentation

Security & Compliance

Education

Degree in Computer Science/Engineering or equivalent

Tools

VMware

Azure

AWS

VPNs

Active Directory

Office 365

Job description

A fantastic opportunity for an Internal Systems Support Engineer to join an established software company, supporting colleagues across its UK and US operations. Working across a varied mix of hardware, networks, servers and cloud platforms, you will resolve day-to-day technical issues while contributing to wider infrastructure projects. This role would suit an experienced IT Support professional who enjoys troubleshooting, working with users and developing their technical skills.

Location:

Lutterworth, Leicestershire. Hybrid working with a minimum of 2 days per week in the office. Applicants must live within 30 miles of Lutterworth due to the nature of the role. Occasional travel to Berkshire and the US.

Requirements for Internal Systems Support Engineer:

• Solid commercial experience in a similar IT support role, providing 1st and 2nd line support
• Strong knowledge of Windows desktop and server environments, networking, VPNs and mobile devices
• Experience with Linux, macOS, virtualisation technologies such as VMware, backup solutions and cloud platforms such as Azure or AWS
• Familiarity with ITIL principles and working within structured support processes
• Strong troubleshooting skills, with the ability to investigate issues and identify practical solutions
• Excellent communication skills, with a helpful, customer-focused approach to supporting colleagues
• Strong organisational skills, including managing multiple support cases and maintaining accurate technical documentation
• Ability to support junior colleagues and share technical knowledge
• Degree educated in Computer Science, Engineering or a related subject, or equivalent practical experience
• Full UK driving licence
• Microsoft certifications, an understanding of cybersecurity frameworks
• Eligible for UK security clearance (this usually means you have been a UK resident for 5+ years, have a clean criminal record, etc.)

Responsibilities for Internal Systems Support Engineer:

• Provide 1st and 2nd line IT support to colleagues across UK and US offices through the internal service desk
• Investigate and resolve hardware, software, connectivity and access issues
• Install, configure and maintain computers, servers, networking equipment and other IT systems
• Manage incidents and service requests in line with agreed service levels
• Assist with more complex technical investigations and infrastructure projects under the guidance of senior colleagues
• Support the availability and reliable operation of internal infrastructure and corporate systems
• Liaise with external suppliers regarding IT equipment and services
• Create and maintain support documentation, procedures and knowledge-base articles
• Follow established IT service management, information security and documentation processes
• Participate in the on-call rota, including extended-hours and weekend support, once trained

Working hours:

• Full-time, permanent position working 37.5 hours per week, Monday to Friday
• Each working day comprises 7.5 working hours and a 1-hour unpaid break
• Rota-based working to provide support desk coverage from 09:00 to 17:30 on Mondays and Fridays, and 07:30 to 18:30 on Tuesdays, Wednesdays and Thursdays
• Early and late shifts on Tuesdays, Wednesdays and Thursdays run from 07:30 to 16:00 and 10:00 to 18:30 respectively
• Office attendance will be coordinated within the team to maintain support coverage

What the role offers:

• A varied technical position supporting users and infrastructure across international offices
• Exposure to a broad range of desktop, server, networking and cloud technologies
• The opportunity to develop beyond day-to-day support through involvement in technical projects
• Hybrid working with regular collaboration in the office
• Occasional international travel

We’re committed to creating an inclusive and accessible recruitment process. If you require reasonable adjustments for your application or during the review process, please highlight this by separately emailing [e-mail] (if this email address has been removed by the job board, full contact details are readily available on our website).

We are an equal opportunity employer and value diversity at RedTech. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.