IT Support Engineer

Additional Resources; United Kingdom; Hybrid; GBP 27,000; Full time

Job summary

A national charity organization is looking for a Service Desk Support Analyst / IT Support Engineer to provide 1st and some 2nd line support to approximately 1200 staff. This permanent role offers hybrid working options with a salary of £26,150 and a range of benefits including pension, life assurance, and generous annual leave. Applicants must have experience in a Microsoft Windows environment and be able to manage security clearance due to the nature of the organization’s services.

Benefits

Pension and life assurance

25 days annual leave

Voluntary benefits like season ticket loans

Cycle to work scheme

Qualifications

• Experience in Service Desk or Helpdesk support role.
• Ability to manage user accounts and groups.
• Experience with computer hardware setup and troubleshooting.
• Familiarity with software installation and troubleshooting.

Responsibilities

• Provide 1st and 2nd line support to users.
• Troubleshoot hardware and network issues.
• Manage incidents using IT Service Management tools.
• Assist in configuration and installation of software.

Skills

1st line technical support

2nd line technical support

Microsoft Windows environment

Excellent communication skills

ITIL knowledge

Network support knowledge

Tools

Microsoft EntraID (Azure)

Active Directory

Microsoft System Centre

IT Service Management tools

Job description

Overview

We currently have an urgent vacancy for a Service Desk Support Analyst / IT Support Engineer on behalf of our client, a National Charity, based in the St Mellons area of Cardiff. Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.

Security Clearance

Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role. Therefore, you must have been a working resident in the UK for the last 4 years. Alternatively, already hold current SC security clearance.

Role Details

This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.

Experience & Skills

We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).

Responsibilities

• Experience of working in 1st / 2nd line Service Desk support role
• Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
• Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
• Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl. switches, routers and firewalls
• Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
• Desktop and browser security components: including site security certificates, firewalls and anti-virus
• Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
• Experience with IT Service Management tools i.e. ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
• Ability to multitask across multiple incidents, be organised and have a keen eye for detail
• Excellent communications skills, both verbally and written

Working Hours & Workload

The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country. This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day. The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.

Benefits & Rewards

In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro‑rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world‑class services.

Data & Privacy

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