IT Support Engineer

Pneuma Group; Tees Valley; On-site; GBP 30,000 - 45,000; Full time

Job summary

A dynamic IT services company is looking for an IT Support Engineer to provide technical support and contribute to service improvement. This role combines first and second-line support duties and systems administration for both internal users and SME clients. Ideal candidates will have experience in technical support, strong communication skills, and the ability to solve problems effectively. Competitive salary and comprehensive benefits package offered, creating a supportive working environment for staff.

Benefits

Healthcare Cash Plan

Tech Purchase Scheme

Cycle to Work Scheme

Income Protection

Critical Illness & Life Insurance

Virtual GP Service

Employee Assistance Programme (EAP)

Discounts & Cashback Platform

Birthday Day Off

Qualifications

• Experience in first-/second-line support within an SME or managed services environment.
• Strong understanding of technical issues and solutions in IT support.
• Ability to communicate effectively with non-technical users.

Responsibilities

• Deliver first- and second-line IT support for hardware and software.
• Diagnose and resolve technical incidents; perform root-cause analysis.
• Manage and maintain Windows/Linux servers and user devices.

Skills

Technical support experience

Windows desktop/server environments

Microsoft Office 365

Active Directory/Azure AD

Networking fundamentals

Communication skills

Education

Relevant industry certifications (e.g. CompTIA A+/Network+)

Job description

Pneuma Group is recruiting an IT Support Engineer to join a busy, service‑focused team supporting both internal users and a small portfolio of SME clients. This is a hands‑on technical role where you will deliver day‑to‑day support, maintain infrastructure, and contribute to service improvement initiatives. You will work closely with colleagues across the group, follow established processes and help ensure reliable, secure IT services that enable colleagues and customers to operate effectively.

The Opportunity

We are seeking an IT Support Engineer who can provide responsive, customer‑facing technical support while contributing to the ongoing stability and development of our managed IT environment. The role combines first‑ and second‑line support duties with routine systems administration tasks, documentation and collaboration with suppliers and group functions. You will be part of a supportive team that values clear communication, practical problem solving and continual improvement.

Key Responsibilities

• Provide IT support — deliver timely first‑ and second‑line support for hardware, software, printers, networking and cloud services for internal users and SME customers; respond via ticketing system, phone and in person.
• Incident and problem resolution — diagnose, prioritise and resolve technical incidents; elevate appropriately and contribute to root‑cause analysis and permanent fixes.
• Systems administration — perform routine administration for Windows and/or Linux servers, Active Directory/Azure AD, Office 365/Microsoft 365, backup and endpoint management solutions.
• Device lifecycle management — image, deploy and maintain laptops, desktops and mobile devices; ensure patching, antivirus and encryption are up to date.
• Network support — assist with configuration and troubleshooting of routers, switches, firewalls and VPNs; support basic LAN/Wi‑Fi infrastructure.
• Service improvement — contribute to knowledge base articles, runbooks and documentation; recommend and help implement process improvements to reduce repeat incidents and improve SLAs.
• Security and compliance — follow and promote security best practice, assist with user access management, MFA rollouts and adherence to group policies and regulatory requirements.
• Supplier and asset management — liaise with third‑party vendors and managed service suppliers, manage hardware inventory and support procurement activities.
• Reporting and administration — update ticketing records, contribute to performance reporting and support change scheduling and deployment activities.

Person Specification

• Proven technical support experience — demonstrable background in a first‑/second‑line support role within an SME or managed services environment.
• Technical skills — solid understanding of Windows desktop/server environments, Microsoft 365, Active Directory/Azure AD; familiarity with networking fundamentals, firewalls and backup solutions.
• Customer‑facing and communication skills — able to explain technical issues clearly to non‑technical users and provide calm, professional support under pressure.
• Problem solver — analytical approach, comfortable with fault finding and producing workable, timely solutions.
• Organised and process‑driven — disciplined in ticket management, documentation and following change control processes.
• Security aware — strong appreciation of data protection and security best practice; experience with MFA, endpoint protection and patch management preferred.
• Team player — collaborative, values‑led and willing to support colleagues across functions; able to work flexibly to cover business needs including occasional out‑of‑hours work.
• Qualifications — relevant industry certifications (e.g. CompTIA A+/Network+, Microsoft certifications) advantageous but not essential if experience is strong.

What We Offer

At Pneuma, we’re committed to creating a supportive, rewarding working environment where our people can thrive. Alongside a competitive salary, we offer a comprehensive benefits package designed to enhance your wellbeing, protect your future, and support life inside and outside work.

• Healthcare Cash Plan – Cashback on everyday healthcare expenses such as dental, optical, and physiotherapy.
• Tech Purchase Scheme – Spread the cost of new technology through affordable monthly payments.
• Cycle to Work Scheme – Save on bikes and cycling equipment while supporting a healthy, eco‑friendly commute.
• Income Protection – Financial support if you’re unable to work due to long‑term illness or injury.
• Critical Illness & Life Insurance – Extra peace of mind for you and your family.
• Virtual GP Service – Quick and convenient access to medical advice, whenever you need it.
• Employee Assistance Programme (EAP) – Confidential support for mental health, wellbeing, and financial concerns.
• Discounts & Cashback Platform – Savings on hundreds of retailers, essentials, and lifestyle purchases.
• Birthday Day Off – Enjoy an additional day of paid leave to celebrate your birthday.
• A Supportive Working Environment – A culture that values wellbeing, collaboration, and personal growth.

How To Apply

If you are an organised, customer‑focused IT Support Engineer keen to work in a practical, values‑led environment and help shape reliable IT services for colleagues and customers, we’d like to hear from you. Please submit your CV and a brief cover letter outlining your relevant experience and availability.