IT Support Engineer – On-site & Remote Support

ParentPay Group; Coventry; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

ParentPay Group is seeking an IT Support Engineer to provide technical support for hardware, software and services across the business, primarily based in Coventry with occasional travel to London and Bridgwater. The role involves on-site and remote assistance, incident management, and contributing to events and internal IT projects.

The successful candidate will demonstrate excellent communication skills, proactive problem-solving, and the ability to maintain strong customer relationships while

Qualifications

• Experience in supporting end-user devices and cloud-based services.
• Experience in a fast-paced environment with a large user base, both in person and remotely.
• Support for Windows 11 and Mac operating systems.
• Troubleshooting Microsoft 365 Admin suite (Exchange, SharePoint, Teams, OneDrive, AAD).
• Strong communication and customer-service skills.

Responsibilities

• Provide technical support on-site or via remote-access systems.
• Monitor and manage your own tickets, ensuring colleagues receive a timely response.
• Identify and ensure long-term resolutions for repetitive incidents.
• Own and respond to Internal IT system events generated by monitoring systems or customer tickets.
• Support the upskilling of service desk colleagues to enhance first-time resolution rates and knowledge sharing.
• Action changes to Internal IT systems in line with departmental improvements, adhering to change control processes.
• Support users in the use of computer equipment and software by providing training and advice.
• Escalate incidents when appropriate and maintain ownership of the incident.
• Own, create and maintain detailed documentation of services, processes, and systems.
• Identify, propose and deliver improvements to all IT services, adhering to change control.
• Identify gaps in knowledge and seek necessary training.
• Support the IT Support Manager with streamlining workloads and improving tooling.
• Support the service desk by taking user calls and managing incidents.
• Deliver excellent customer service and build strong partnerships with colleagues.
• Complete project tasks to Internal IT infrastructure and services when requested.

Skills

Windows 11

Mac OS

Office 365

Azure AD

Intune

Active Directory

Documentation

VoIP

ITIL

Troubleshooting

Customer service

Networking basics

Job description

ParentPay Group is seeking an IT Support Engineer to provide technical support for hardware, software and services across the business, primarily based in Coventry with occasional travel to London and Bridgwater. The role involves on-site and remote assistance, incident management, and contributing to events and internal IT projects.

The successful candidate will demonstrate excellent communication skills, proactive problem-solving, and the ability to maintain strong customer relationships while