IT Support Engineer

DLRC; Willian; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Flexible working

Professional development

Job summary

DLRC Group is seeking an IT Support Engineer in the United Kingdom (Willian area) to provide 1st and 2nd line technical support across the organisation. You will gain hands-on experience with Microsoft 365, Intune, endpoint management, infrastructure, networking, security, and cloud services while collaborating with colleagues company-wide.

As a visible IT team member, you will deliver excellent customer service, resolve technical issues, support office technology, and contribute to IT projects

Qualifications

• Two years' IT Support/Service Desk/Technical Support experience preferred, especially in Windows environments.
• Experience administering Microsoft 365 and user accounts.
• Knowledge of Active Directory and Microsoft Entra ID management.
• Familiarity with Microsoft Intune or similar MDM platforms.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless).
• Experience with IT ticketing and service management systems.
• Strong troubleshooting, analytical, and customer-focused skills.

Responsibilities

• Provide 1st and 2nd line technical support for hardware, software, network, and application issues.
• Manage tickets through the ITSM system and ensure timely resolution within SLAs.
• Diagnose, troubleshoot, and escalate incidents as needed.
• Deliver remote and desk-side support with clear communication throughout the lifecycle.
• Configure and maintain devices and Microsoft 365 licences and group memberships.
• Support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint.
• Assist with password resets, MFA enrolment, and access requests.
• Produce and maintain technical documentation and knowledge base articles.
• Identify recurring issues and contribute to continuous improvement initiatives.

Skills

Windows 11 support

Microsoft 365

Active Directory

Microsoft Entra ID

Intune

Networking basics

IT ticketing systems

PowerShell

Azure

SharePoint Online

Teams

Defender/Endpoint security

Documentation

Education

ITIL Foundation certification

Microsoft certifications (MS-900, AZ-900, MD-102)

Tools

Microsoft 365

SharePoint Online

Teams

PowerShell

Azure

Job description

Established in 2005, the DLRC Group has developed a deserved reputation for being a leading consultancy, with a wealth of regulatory and scientific knowledge and considerable experience in both leadership and management. The company has recently expanded to include affiliates based in Germany and the US.

Our growing team comprises over 90 qualified professionals with a pharmaceutical and/or regulatory background, as well as over 30 dedicated supporting staff in areas of Business Development, Finance, Business Services and People Practices. We provide services to over 130 organisations, enabling them to achieve their strategic and operational development objectives.

DLRC’s expertise and flexible working approach ensures the provision of a highly motivated team who interact effectively with clients and regulators globally, to support both single issues and long-term commitment to projects.

UK | Officer Based/Hybrid Working

The IT Support Engineer is responsible for providing first and second line technical support across the organisation, ensuring users receive a responsive, high-quality IT service while supporting the maintenance, administration, and continuous improvement of the company's technology environment.

The Opportunity

This role is ideal for an ambitious IT professional looking to progress from a 1st Line Support position into a broader 2nd Line Support role. You will gain hands-on experience across Microsoft 365, endpoint management, infrastructure support, networking, security, and cloud services while working closely with colleagues throughout the business.

As a highly visible member of the IT team, you will act as a trusted point of contact for end users, delivering excellent customer service, resolving technical issues, supporting office technology, and contributing to IT projects that enhance productivity, security, and user experience.

Key Responsibilities

• Provide 1st and 2nd line technical support for hardware, software, network, and application-related issues
• Manage support requests through the IT Service Management system, ensuring tickets are logged, updated, and resolved within agreed service levels
• Diagnose, troubleshoot, and resolve technical incidents, escalating issues where appropriate
• Deliver remote and desk-side support while maintaining excellent communication throughout the support lifecycle
• Conduct IT inductions and onboarding activities for new starters
• Create, modify, and disable user accounts while managing Microsoft 365 licences and group memberships
• Support Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint
• Assist users with password resets, multi-factor authentication enrolment, and access requests
• Configure, deploy, and maintain laptops, desktops, mobile devices, and peripheral equipment
• Support Microsoft Intune device management, enrolment processes, and endpoint compliance policies
• Perform software installations, updates, patch management, and device lifecycle activities
• Provide support for meeting room technologies, Microsoft Teams Rooms, audio visual equipment, and conferencing systems
• Maintain IT hardware inventory and ensure equipment availability for business operations
• Monitor and support Windows Server environments, Active Directory, and Microsoft Entra ID administration
• Troubleshoot networking issues including DNS, DHCP, VPN, wireless connectivity, and related infrastructure services
• Monitor backups, system alerts, and service availability, escalating risks when required
• Assist with Microsoft Defender administration and endpoint security controls
• Support security investigations and incident response activities under the guidance of senior engineers
• Produce and maintain technical documentation, knowledge base articles, and support procedures
• Identify recurring issues, recommend service improvements, and contribute to continuous improvement initiatives
• Support internal IT projects, technology rollouts, and infrastructure enhancement programmes
• Maintain awareness of emerging technologies, security threats, and industry best practices.

About You

• Ideally possess a minimum of two years' experience within an IT Support, Service Desk, or Technical Support environment
• Experience supporting Windows 11 devices and end-user computing environments
• Practical experience administering Microsoft 365 services and user accounts
• Knowledge of Active Directory and Microsoft Entra ID user and device management
• Experience with Microsoft Intune or similar mobile device management platforms
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and wireless networking
• Experience working with IT ticketing and service management systems
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication skills with a customer-focused approach to support delivery
• Ability to manage competing priorities and work effectively in a fast-paced environment
• Comfortable supporting users both remotely and face-to-face
• Highly organised with strong attention to detail and documentation standards
• Professional, approachable, and capable of building positive relationships across the business
• Self-motivated with a willingness to learn and develop new technical skills.
• Experience working with Microsoft Azure and cloud technologies
• Knowledge of Microsoft Defender and endpoint security solutions
• Experience supporting SharePoint Online and Microsoft Teams environments
• Exposure to PowerShell scripting and automation
• Understanding of backup, disaster recovery, and business continuity solutions
• ITIL Foundation certification or equivalent
• Microsoft certifications such as MS-900, AZ-900, MD-102, or equivalent technical qualifications.

Success in the First 12 Months

The successful candidate will:

• Establish themselves as a trusted and responsive point of contact for IT support across the business
• Consistently deliver high levels of customer satisfaction and service quality
• Improve ticket resolution times and reduce recurring support issues through proactive problem management
• Strengthen Microsoft 365 administration and endpoint management processes
• Contribute to improved device compliance, security posture, and user experience
• Successfully support new starter onboarding and office technology operations
• Enhance technical documentation, knowledge management, and support procedures
• Contribute to IT projects, infrastructure improvements, and service enhancement initiatives
• Develop broader technical capabilities across cloud services, networking, security, and systems administration.
• Opportunity to progress from 1st Line into a more advanced 2nd Line Support role
• Exposure to a broad range of Microsoft technologies, cloud services, networking, and security solutions
• Supportive environment focused on technical development and career progression
• Opportunity to work on IT projects and continuous improvement initiatives
• Collaborative culture with strong emphasis on customer service and professional growth
• Chance to make a visible impact on employee productivity, service quality, and technology adoption across the organisation.

We are a consultancy built on integrity, respect, and accountability. Our people are trusted to take ownership, supported to develop, and encouraged to think commercially.

We bring energy and enthusiasm to our work, collaborating closely with clients and partners to deliver practical, sustainable solutions. With flexible working and strong professional development pathways, we offer an environment where regulatory consultants can build influence, capability, and long-term careers.

We review applications and conduct interviews on a rolling basis, so don’t delay in applying. Our Talent Acquisition team will be in touch with an update once your application has been reviewed.