IT & Applications Support Engineer

HLK; West of England; Hybrid; GBP 34,000 - 52,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

HLK is seeking an organised IT Support Engineer to provide day-to-day support for Microsoft 365 and in-house systems. You will manage helpdesk queues, assist with hardware and mobile device support, and help with network connectivity and user account administration.

The role requires a 3+ year track record in hands-on IT support and 2+ years in second-line support, with strong problem-solving and customer-focused communication. Hybrid working is offered, with occasional travel to UK offices.

Qualifications

• 3+ years hands-on IT support experience
• Strong Windows 11 and Microsoft 365 user support skills
• Experience with Active Directory administration
• Proven ability to manage hardware and peripherals (laptops, monitors)
• Experience using a ticket-based helpdesk system
• Excellent communication and customer-focused approach
• Familiarity with video conferencing equipment and room systems

Responsibilities

• Provide day-to-day IT support for Microsoft 365 and in-house systems
• Manage helpdesk queues and ensure timely resolution of issues
• Hardware support for laptops, docks, and monitors
• Mobile device support for corporate iPhone users
• Assist with network connectivity issues
• Manage AD/Azure AD user accounts for starters/leavers
• Maintain asset management database
• Provide IT induction for new users
• Manage Exchange Online/Teams groups and distribution lists
• Support equipment rollouts and office refurbishments
• Support meeting room equipment
• Provide triage support for internal automated processes
• Assist end-users with Microsoft 365 applications
• Maintain helpdesk system (categories, workflows)
• Assist with phishing awareness system

Skills

Active Directory

Windows 11 / M365

Laptop hardware

Helpdesk tickets

Troubleshooting

Customer communication

Video Conferencing Equipment

Tools

Azure / Azure AD

Job description

Who we are:

HLK are an IP powerhouse comprising over 200 people in 5 locations, providing a full suite of IP services advising across the globe and in all technical and scientific disciplines. We secure intellectual property rights for our clients, who are at the forefront of technological development in the electronics, engineering, chemical and biotechnology sectors.

Why work for HLK:

Our clients expect only the best from us and that is what we deliver. The work here is progressive and challenging yet rewarding. We’re aware that our people are at the heart of everything we do, it’s why we invest in each employee’s professional development, run a yearly wellbeing programme, and not only listen to feedback, but act on it.

You will be responsible for:

As part of the IT Services Team, this role will provide crucial day to day support to our colleagues on both our Microsoft 365 and in-house systems.

IT support:

• Manage helpdesk queues to ensure timely resolution of issues
• Provide hardware support for our fleet of laptops and docks/monitors
• Mobile phone support for corporate iPhone users, and assist with accessing company resources on personally owned devices
• Assist with network connectivity issues
• Manage AD/Azure AD user accounts for starters/leavers
• Ensure our asset management database is constantly kept up to date
• Provide new users with a basic IT induction
• Manage Microsoft Exchange Online / Teams groups and distribution lists
• Provide IT assistance for equipment rollouts / office refurbishments
• Provide IT assistance for our meeting room equipment.

Application support:

• Provide triage support for our internal automated processes
• Assist colleagues with issues using our main systems
• Support our end-users with Microsoft 365 applications
• Maintain our helpdesk system (adding categories etc)
• Assist with our Phishing awareness system.

About you

We are looking for an organised individual with a keen eye for detail and a good technical background. The ideal candidate will have excellent communication and problem-solving skills, be willing to embrace new technologies such as automation/AI and have the appetite to incorporate them into their role.

This role would ideally suit an IT Support Engineer with a minimum of three years of supporting general IT and user applications and two years of 2 nd line support.

Required - at least 3 years of hands-on experience with:

• Active Directory administration
• Windows 11 / Microsoft 365 user support
• Laptop hardware maintenance
• Use of a ticket-based helpdesk system
• Strong problem-solving and troubleshooting skills
• Excellent customer-focussed communication and collaboration abilities
• Video Conferencing Equipment.

Advantageous:

• Experience of Azure and Azure AD
• Relevant Microsoft / CompTia qualifications

• Apple iPhone / iOS experience
• Power Automate
• Software systems testing
• ITIL.

HLK offers a great work/life balance, a friendly and supportive working environment with the opportunity of hybrid working. Travel may occasionally be required to our offices in London / Leeds / Munich or Glasgow.