IT Support Engineer

Careers Plus; Newcastle upon Tyne; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

A tech support company is seeking an IT Support Engineer to provide exemplary customer service while resolving technical issues. The role involves delivering support both remotely and onsite, with a clear progression path to a field engineer position. Candidates should have solid experience in IT support, hands-on administration of Microsoft 365, and a valid UK driving license.

Benefits

£300 per month car allowance

Mileage reimbursed at 45p per mile

Training plan and supportive culture

Qualifications

• Experience in an IT support role with ticket ownership and SLA awareness.
• Full UK driving licence and willingness to work on client sites regularly.

Responsibilities

• Deliver friendly, professional support across phone, portal and email.
• Log and manage tickets with accurate notes, priority and status updates.
• Visit client sites for scheduled work or urgent issues.

Skills

Excellent communication

Customer service mindset

Hands on administration of Microsoft 365

Troubleshooting on Windows and macOS

Tools

Microsoft 365

Datto RMM

Job description

IT Support Engineer

Working pattern: Office based with regular client site work

Contract: Permanent, full time

Salary: £26,000-£29,000 plus £300 per month car allowance and mileage at 45p per mile

About the role

You will be the first point of contact for users, providing excellent customer service while resolving hardware, software and network issues. You will triage and log tickets, monitor Datto RMM alerts, fix issues remotely and on site, and escrow when appropriate. The role includes structured learning and a clear path to progress into a field engineer position.

What you will do

• Deliver friendly, professional support across phone, portal and email
• Log and manage tickets with accurate notes, priority and status updates
• Diagnose and resolve Windows and macOS issues, printers and peripherals
• Administer Microsoft 365 including SharePoint, OneDrive and Outlook
• Monitor Datto RMM, respond to alerts, perform remote remediations and patching tasks
• Set up new starters, user accounts and permissions, and maintain asset records
• Support basic server and infrastructure tasks under guidance
• Configure and support VoIP where required
• Escalate incidents and problems in line with SLAs, and follow through to closure
• Produce clear knowledge articles and keep process guides current and relevant
• Visit client sites for scheduled work or urgent issues, representing the business professionally

What you will bring

• Excellent communication and a genuine customer service mindset
• Experience in an IT support role with ticket ownership and SLA awareness
• Hands on administration of Microsoft 365, especially SharePoint, OneDrive and Outlook
• Confident troubleshooting on Windows and macOS
• Full UK driving licence and willingness to work on client sites regularly

Desirable

• Server and infrastructure exposure, for example Windows Server, AD, basic networking
• Experience with VoIP platforms
• Familiarity with Datto RMM or similar remote management tools
• CompTIA, Microsoft or ITIL certifications, or a plan to achieve them

Benefits and support

• £300 per month car allowance
• Mileage reimbursed at 45p per mile
• Training plan toward field engineer duties and relevant certifications
• Supportive team culture, clear processes and documented runbooks

Interview process

• Short screening call with Careers Plus
• Technical interview and practical troubleshooting exercise
• Final meeting and an introduction to the field team