IT Support Engineer

Apex Resource Management Ltd; Shrewsbury; On-site; GBP 30,000 - 35,000; Full time

Job summary

Apex Resource Management Ltd. is seeking a technically capable IT Support Engineer to provide onsite support across office and manufacturing environments in Telford. The role is full-time and site-based, with occasional travel to other UK locations.

You will handle 1st/2nd line incidents, troubleshoot a broad range of issues, configure devices, and support Microsoft 365, Teams and network services while following security policies and documenting procedures.

Qualifications

• Experience supporting Windows 11 environments.
• Proficient with Microsoft Teams and Microsoft 365.
• Experience with Active Directory administration.
• Familiarity with deployment tools such as WDS/ MDT.
• Strong troubleshooting skills and customer-facing focus.

Responsibilities

• Act as primary point of contact for IT incidents and service requests via helpdesk, phone and email.
• Diagnose and resolve 1st/2nd line issues within SLAs.
• Escalate complex issues to specialists or vendors.
• Document incidents, resolutions and procedures accurately.
• Build, configure and deploy desktops, laptops and mobile devices.
• Manage endpoint lifecycles, warranties and asset tracking.
• Deploy operating systems using MDT, WDS or equivalent.
• Install and support printers, scanners and conferencing equipment.
• Provide 1st/2nd line support for LAN, WAN and wireless networks.
• Assist with Cisco switching and wireless infrastructure administration, monitoring and troubleshooting.
• Diagnose TCP/IP, DNS, DHCP, VPN and Wi-Fi connectivity issues.
• Support user provisioning and access controls.
• Ensure compliance with IT policies and documentation.

Skills

Windows 11

Microsoft Teams

Microsoft 365

Active Directory

Troubleshooting

Clear communication

Prioritisation

Time management

Drivers licence

Travel willingness

Tools

WDS

MDT

Microsoft Defender

Sophos

SentinelOne

Job description

IT Support Engineer
Salary / Rate: £30,000 - £35,000 per annum
Location: Telford | Full time on site
Contract: Permanent

Role Summary

We are seeking a technically capable and customer-focused IT Support Engineer to provide onsite support across office and manufacturing environments. You will deliver face-to-face technical assistance, troubleshoot a broad range of incidents and service requests, and support users within a modern enterprise IT environment. The position is fully site-based, five days per week, with occasional travel to other UK locations.

Role & Responsibilities

As the IT Support Engineer, your responsibilities will include:

• Acting as the primary point of contact for IT incidents and service requests received through the IT Helpdesk platform, telephone and email.
• Diagnosing and resolving 1st and 2nd line technical issues within agreed SLAs.
• Escalating complex issues to internal specialists or third-party suppliers.
• Accurately documenting incidents, requests, resolutions and technical procedures.
• Building, configuring and deploying desktops, laptops and mobile devices.
• Managing endpoint lifecycles, including hardware refreshes, warranties and asset tracking.
• Deploying operating systems using MDT, WDS or equivalent technologies.
• Installing and supporting printers, scanners, conferencing equipment and peripheral devices.
• Providing 1st and 2nd line support for LAN, WAN and wireless infrastructure.
• Assisting with Cisco switching and wireless infrastructure administration, monitoring and troubleshooting.
• Diagnosing TCP/IP, DNS, DHCP, VPN and Wi-Fi connectivity issues.
• Supporting user provisioning, permissions and shared resources.
• Ensuring compliance with corporate IT standards and security policies.
• Escalating security incidents and promoting cyber security best practice.
• Producing technical documentation, knowledge base articles, user guides and standard operating procedures.
• Identifying recurring incidents and recommending long-term improvements.
• Supporting IT projects, including hardware deployments, office moves and infrastructure upgrades.
• Providing user guidance on Microsoft 365, Teams and standard business applications.
• Issuing IT equipment to new starters and supporting their initial system setup.

Requirements of the Role

The successful IT Support Engineer will offer:

• Experience supporting Windows 11.
• Knowledge of Microsoft Teams and Microsoft 365.
• Experience with Active Directory.
• Knowledge of endpoint security platforms such as Microsoft Defender, Sophos, SentinelOne or similar.
• Experience with WDS, MDT or equivalent deployment technologies.
• Strong troubleshooting and analytical capabilities.
• The ability to explain technical information clearly to non-technical users.
• The ability to prioritise tasks and manage multiple support requirements.
• Flexibility to support planned out-of-hours maintenance and project work when required.
• A full UK driving licence and the ability to travel occasionally to UK sites, including Nottingham and Telford.