IT Support Engineer

Career Cross Limited; Nottingham; On-site; GBP 25,000 - 32,000; Full time

Job summary

A leading managed services provider in Nottingham seeks an IT Support Engineer to deliver first and second line support across multiple sites. You will manage incidents and service requests while ensuring compliance with ITIL processes. Successful candidates will have strong technical skills, including expertise in Microsoft technologies and cloud solutions. The role requires effective communication with customers and a valid driving license for travel. The position includes competitive pay and supportive work culture.

Qualifications

• Experience in providing first and second line IT support.
• Ability to communicate effectively with customers in a professional manner.
• Valid driving license and access to a vehicle.

Responsibilities

• Provide on-site support while managing incidents and service requests.
• Ensure compliance with ITIL processes related to service management.
• Maintain a reliable computer network to support business needs.

Skills

Microsoft

Intune

Autopilot

OneDrive

Cloud office package experience

Job description

IT Support Engineer – Nottingham - £25k - £32k + benefits

Our client is a well‑established MSP based in Nottingham; due to continued growth and expansion they are looking to recruit an IT Support Engineer. Reporting directly to their IT Service Lead, you will provide first and second‑line support for incidents and service requests, including site visits, telephone calls, emails, or self‑service portal, while communicating with customers in a professional, supportive, and positive manner.

You will need access to your own vehicle for this position.

Main Duties and Responsibilities

• Provide on‑site support and occasionally conduct organised visits to several sites in the geographical area; on occasion further afield when required. Attend sites on a priority basis when necessary.
• Maintain excellent customer service when managing/communicating with colleagues who are reporting incidents or making service requests, recognising the priority of the individual’s issue in the wider context of IT Service Delivery.
• Comply with the Change Management & Incident Management Process, Service Request and Major Incident Process and all other documented ITIL processes.
• Where appropriate identify and escalate incidents to the Third line support/Service Delivery Manager when the situation requires such actions to take place.
• To keep up to date with technical developments in appropriate areas of work ensuring that as many reported incidents are resolved at the first point of contact as possible.
• Support with the development of policies across the Business, in particular, those related to ICT.

Network and Technical Support Responsibilities

• Administer the effective support of a fast‑running, reliable computer network that offers a quality platform to support teaching and learning as well as the wider administrative and managerial needs of the Business.
• Ensure all Service Levels and Key Performance Indicators are met.
• Under the guidance of the Service Delivery Manager, ensure compliance with all IT‑related legislation including matters related to data protection and the use of software licences.
• Monitor the procurement system and liaise with external suppliers, when directed.
• Install and remove software, where directed.
• Maintain up‑to‑date records of all assets and configurations in the appropriate databases, ensuring that it is security tagged/marked and asset registered after purchase.
• Maintain printer and MFD fleet, liaising with suppliers and engineers to ensure smooth running of the service.
• Support all IT services, to ensure the availability of IT equipment, and support evening events when required.
• Manage access to resources and information for all users, both on site and remotely by a variety of devices.

Software/Hardware Skills Required

• Microsoft, Intune and Autopilot
• Ideally have OneDrive, cloud office package experience.

Hours

Monday to Thursday 8am – 4pm, Friday 8am – 3:30pm