IT Support Engineer

Netrolynx AI; Gloucester; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Training resources and certifications

Mentoring programs

Office in Gloucester (two days per wk)

Job summary

Experis in the Gloucester area is seeking an IT Support Engineer (1st Line) to be the first point of contact for clients requiring technical assistance. You will deliver high-quality remote support and drive swift incident resolution.

You'll have clear pathways to progress into 2nd/3rd line support, cybersecurity, AI/Automation, or project delivery, with a hybrid model that requires two days per week in the Gloucester office.

Qualifications

• Relevant IT support experience is essential.
• Experience with Windows and Mac environments is preferred.
• Microsoft 365 admin experience and troubleshooting, including Exchange Online.
• Basic networking concepts (LAN, WAN, wireless, firewall) are advantageous.
• Experience with ticketing/PSA tools and strong communication skills are required.
• A logical, structured approach to troubleshooting and prior 1st Line support experience are important.

Responsibilities

• Provide professional, first-line remote support to a broad client base.
• Own tickets from logging to resolution and keep users informed.
• Triages, categorises, and prioritises tickets by impact, urgency, and SLA.
• Investigate and resolve desktop, Microsoft 365, connectivity, access and device issues.
• Escalate when necessary and contribute to knowledge base articles.
• Build strong relationships with clients and internal teams to ensure satisfaction.

Skills

Windows desktop support

macOS support

Microsoft 365 administration

Networking basics

Ticketing/PSA tools

Communication skills

Structured troubleshooting

1st Line experience

Education

Relevant IT qualifications or equivalent experience

Tools

Microsoft Intune

Cisco Meraki

RMM tools

Job description

About The Company

Experis is a leading professional services firm specializing in IT, engineering, and digital solutions. Renowned for its commitment to innovation and excellence, Experis partners with organizations across various industries to deliver tailored staffing, consulting, and project management services. With a global footprint and a focus on talent development, Experis aims to connect skilled professionals with dynamic opportunities that foster growth and career advancement. The company's culture emphasizes integrity, collaboration, and continuous learning, making it an ideal environment for individuals seeking to build a long-term career in technology.

About The Company

Experis is a leading professional services firm specializing in IT, engineering, and digital solutions. Renowned for its commitment to innovation and excellence, Experis partners with organizations across various industries to deliver tailored staffing, consulting, and project management services. With a global footprint and a focus on talent development, Experis aims to connect skilled professionals with dynamic opportunities that foster growth and career advancement. The company's culture emphasizes integrity, collaboration, and continuous learning, making it an ideal environment for individuals seeking to build a long-term career in technology.

About The Role

This is an exciting IT Support Engineer role with a progressive company based in the Gloucester area. The position offers a unique opportunity for individuals passionate about IT support to develop their skills in a dynamic environment. As an IT Support Engineer (1st Line), you will be the first point of contact for clients seeking technical assistance. Your primary responsibility will be to deliver high-quality remote support, ensuring swift resolution of incidents and service requests. The role is designed to support your professional growth, providing clear pathways to advance into more senior support levels, cybersecurity, automation, or project delivery roles.

Once settled into the team, you'll have genuine, supported pathways to progress into:

• 2nd and 3rd line support
• Cyber Security, working towards NCSC Cyber Advisor or Cyber Essentials Assessor status, with early exposure to triaging security alerts from the Security Operations Centre
• AI and Automation, a newly established department that 1st line engineers are ideally placed to feed into, given their frontline view of recurring issues and improvement opportunities
• Project delivery, for those who want exposure to wider technology projects

Qualifications

The ideal candidate will possess a combination of technical knowledge, problem-solving skills, and excellent communication abilities. Relevant qualifications or equivalent experience in IT support are essential for success in this role.

• Experience supporting Windows desktop environments
• Experience supporting Apple/macOS desktop environments would be beneficial
• Microsoft 365 administration and troubleshooting experience, including Exchange Online
• Basic networking knowledge (LAN, WAN, wireless, firewall concepts)
• Experience using ticketing systems or PSA tools
• Strong written and verbal communication skills
• A logical, structured approach to troubleshooting
• Previous 1st Line Technical support experience

Desirable skills include familiarity with remote monitoring and management (RMM) tools, awareness of Microsoft Intune or similar endpoint management platforms, experience with Cisco Meraki or similar cloud-managed network technologies, and knowledge of ITIL best practices. An interest in Cyber Security, AI, and Automation will be advantageous for career progression within the company.

Responsibilities

The successful candidate will be responsible for delivering exceptional first-line support to clients, ensuring swift and effective resolution of technical issues. Key responsibilities include:

• Providing professional, first-line remote support across a broad client base
• Taking ownership of tickets from logging through to resolution, keeping users informed throughout
• Triaging, categorising, and prioritising tickets based on impact, urgency, and SLA requirements
• Investigating and resolving desktop, Microsoft 365, connectivity, access, and device-related issues
• Applying a logical, structured troubleshooting approach and escalating issues when necessary
• Identifying recurring issues and contributing ideas to proactive problem management
• Creating and maintaining knowledge base articles to improve first-time fix rates
• Building strong working relationships with client contacts and internal teams to ensure customer satisfaction

Benefits

Joining Experis as an IT Support Engineer offers numerous benefits, including a competitive salary package, continuous professional development, and exposure to cutting-edge technologies. The company promotes a healthy work-life balance and provides a supportive environment for career growth. Employees will have access to training resources, certification opportunities, and mentoring programs to enhance their skills. Additionally, the role offers flexible working arrangements, with a hybrid model requiring a minimum of two days a week in the Gloucester office. The company values its employees and fosters an inclusive culture that encourages diversity and collaboration.

Equal Opportunity

Experis is an equal opportunity employer committed to creating an inclusive environment for all employees. We celebrate diversity and are dedicated to ensuring equal employment opportunities regardless of race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We believe that diverse teams drive innovation and success, and we are committed to fostering a workplace where everyone feels valued and respected.