IT Support Engineer

TN United Kingdom; Cambridge; On-site; GBP 30,000 - 50,000; Full time

Job summary

An ambitious technology solutions provider is seeking a skilled Senior IT Engineer to join their team. In this role, you will tackle complex technical challenges, providing both remote and on-site support to enhance IT infrastructure and ensure seamless connectivity for clients. You will bridge the gap between first and third-line support, ensuring effective incident management and communication. This is a fantastic opportunity for a proactive IT professional to make a significant impact in a dynamic environment, where your expertise will be valued and your contributions will help drive client success.

Qualifications

• Proven experience in user-level support and troubleshooting.
• Strong understanding of networking fundamentals and system diagnostics.

Responsibilities

• Handle escalated issues from L1 support and troubleshoot complex problems.
• Provide remote and on-site support for hardware and software issues.

Skills

Troubleshooting

Windows Operating Systems

Networking Fundamentals

Problem-Solving

Communication Skills

Tools

ServiceNow

Jira

Remote Desktop Tools

Job description

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Required to go on-site in Cambridge and London.

About the Company:

Our client is a growing and ambitious Technology Solutions Provider (TSP) known for delivering high-quality IT services and technical solutions. With a strong reputation for customer excellence, they support businesses in optimising their IT infrastructure, enhancing security, and ensuring seamless connectivity. They are now looking for a talented Senior IT Engineer to join their team and play a crucial role in delivering expert IT support and project solutions to their clients.

About The Opportunity:

As an IT Support Engineer (2nd Line), you will be responsible for handling complex technical issues that have been escalated from the first line of support. You will work on diagnosing and resolving problems related to systems, software, networking, and hardware, providing both remote and on-site assistance. You'll act as a bridge between L1 and L3 support teams, ensuring smooth incident management, effective communication, and timely resolution of technical challenges.

Key Responsibilities:

• Handle escalated issues from L1 support, and troubleshoot system errors, software conflicts, and network problems. Provide remote or on-site support for hardware-related issues.
• Support operating systems (Windows, macOS, Linux), software applications, and advanced networking issues (Wi-Fi, VPN, IP configurations).
• Assist with endpoint support (desktops, laptops, printers) and basic server management, including Active Directory.
• Identify root causes and document solutions for future reference.
• Escalate unresolved issues, provide diagnostic information, and assist with logs.
• Assist with system updates, software installations, and configuring new devices.
• Explain technical issues in simple terms, provide training and guidance on system usage.
• Record issues and solutions in IT service management systems (e.g., ServiceNow, Jira).
• Prioritise incidents based on severity and ensure timely resolution of support tickets.

Your Experience and Skills:

• Proven experience in user-level support, particularly in troubleshooting computers, devices, and network issues.
• Proficient in Windows operating systems; knowledge of macOS/Linux is a plus.
• Strong understanding of networking fundamentals including Wi-Fi, VPN, and IP configurations.
• Experience in network troubleshooting (e.g., TCP/IP, DNS, DHCP).
• Hands-on experience with hardware diagnostics and troubleshooting of desktops, laptops, and peripherals (e.g., printers).
• Familiarity with common productivity software (e.g., Office Suite, email clients) and industry-specific applications.
• Experience performing basic cabling tasks and providing on-site hardware support and setup.
• Excellent problem-solving skills and a systematic approach to diagnosing and resolving technical issues.
• Proficient in using remote desktop tools, ticketing systems, and system monitoring tools.
• Strong communication skills, with the ability to explain complex technical issues to non-technical users clearly and effectively.

If you are a skilled and ambitious IT Support Engineer looking for a new challenge, we would love to hear from you.

To apply for the IT Support Engineer role, send your CV today, and we will review it and contact you immediately. Your Talent Solutions is a recruitment company that specialises in projects and programmes.