IT Support Engineer

InfoTrack UK; Waterloo; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working

Private health insurance

Life assurance

Referral bonus

Job summary

InfoTrack UK is seeking an IT Support Engineer to join the IT team and support the London Waterloo office, with responsibility for network, infrastructure, and users across the UK. The role involves onsite duties, 365/Azure/AD/Exchange administration, and collaboration with a multi-location IT team.

You will triage requests, resolve issues to SLA, and help onboard new staff while supporting colleagues across locations and remote workers. A proactive, hands-on approach to technology is essential.

Qualifications

• Experience in an IT Service Desk role with SLA adherence.
• Experience imaging computers and configuring hardware/software.
• Experience administering user accounts using Active Directory.
• Hands-on IT support experience for a mixed user base.
• Strong knowledge of Microsoft 365, Azure and Exchange administration.
• Good problem-solving and methodical triage approach.
• Excellent written and verbal communication with stakeholders.
• Ability to manage onboarding lifecycle for new starters.

Responsibilities

• Be the onsite IT representative for the London Waterloo office and own day-to-day IT support.
• Handle requests in person, via email, and through the IT Service Desk.
• Triage and resolve Service Desk requests within SLAs and update users.
• Investigate issues and escalate to wider IT team when needed.
• Configure hardware/software and onboard/offboard employees in Waterloo.
• Install and configure software/hardware for efficient work.
• Manage user accounts and access using AD/Azure/Exchange.
• Support users across other offices and remote workers.
• Collaborate with IT team to deliver a broad range of services.

Skills

IT Service Desk experience

Imaging computers

Active Directory

Office 365

Azure

Exchange administration

Customer service

Onboarding lifecycle

Troubleshooting hardware/software

Communication skills

Time management

Problem solving

Tools

Microsoft 365 / Office 365

Azure

Active Directory

Exchange

Job description

Location: Waterloo (hybrid after probation)

Salary: Competitive salary, depending on your experience

Do you enjoy solving technical problems and providing excellent IT support to users?

Are you a hands-on IT professional who enjoys working with technology, supporting colleagues and finding practical solutions to technical challenges?

We're looking for an IT Support Engineer to join our IT team and play a key role in supporting InfoTrack’s network, infrastructure and users across our growing UK business.

This is an excellent opportunity for a proactive and technically minded IT professional to take ownership of IT support within our London Waterloo office, while also supporting colleagues across our other locations and remote workforce. You'll work as part of a multi-disciplined IT team, with opportunities to develop your technical skills and progress your career.

About InfoTrack

InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes.

As a pioneer in the legal technology sector, we've grown rapidly in the UK while continuing to develop and bring innovative technology solutions to the market. Our IT team plays an important role in supporting our people and ensuring they have the technology and services they need to do their best work.

What you’ll be doing

• Act as the onsite IT representative for InfoTrack’s London Waterloo office, taking ownership of day-to-day IT support and ensuring users have the technology they need
• Provide excellent customer service by handling support requests in person, via email and through the IT Service Desk
• Triage and resolve Service Desk requests within defined SLAs, keeping users informed throughout the process
• Support a largely technical user base, investigating issues and escalating requests to the wider IT team where appropriate
• Manage the onboarding and offboarding of employees in the London Waterloo office, including configuring hardware and software, imaging computers and preparing desks and IT equipment for new starters
• Install and configure software and hardware to ensure users are fully equipped to work effectively
• Administer user accounts and access using Microsoft Office 365, Azure, Active Directory and Exchange
• Support users across InfoTrack’s other office locations, including Woking, London Waterloo and remote employees
• Work collaboratively with the wider IT team to deliver a broad range of technology and support services

What we're looking for

• Previous hands-on experience working within an IT Service Desk environment and working to SLAs
• Experience imaging computers and configuring hardware and software
• Experience administering user accounts and access using Active Directory
• Hands‑on experience providing IT support to users and troubleshooting software and hardware issues
• Knowledge and experience of Microsoft Office 365, Azure and Exchange administration
• A logical and methodical approach to triaging, researching and resolving technical problems
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders
• Strong organisational and time management skills, particularly when managing the onboarding lifecycle for an office
• The confidence to work independently, use your initiative and develop practical solutions to problems
• A proactive, optimistic and hands‑on approach to technology and hardware

Desirable (but not essential)

• Previous experience supporting C-Level members of staff

Working Hours

• Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for flexitime and hybrid working between home and our Waterloo office once probation is completed

Salary and Progression

• Competitive salary, aligned with your experience and impact
• You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression
• You’ll have opportunities to learn new technologies and develop your skills in line with IT best practice
• There is ample opportunity for progression within the IT team

Benefits and Rewards

At InfoTrack, we believe in rewarding our people and creating a positive workplace culture. You’ll benefit from:

• 25 days annual leave, plus bank holidays
• Flexible working options, including hybrid working and flexitime after probation
• Private health insurance, including dental, optical and hearing cashback
• Life assurance (worth x4 your base salary)
• 24/7 health advice line and access to virtual GP appointments
• In-house barista: enjoy freshly brewed drinks throughout the day
• Office snacks, including fruit and refreshments
• Regular team breakfasts and lunches
• Recognition awards: £100 spot prizes for going above and beyond
• “Work From Anywhere” weeks: work remotely from a location of your choice
• Referral bonus: earn up to £2,000 for successful referrals
• Birthday and work anniversary gifts
• Regular social events including summer and Christmas parties, hikes, pub quizzes and more