Office-Based IT Support Engineer – Windows & Mac

Wavenet; Metropolitan Borough of Solihull; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Office-Based Working

Wavenet Academy

Annual Leave up to 28 days

Private medical coverage

Eye care scheme

Wellbeing support

Job summary

Wavenet in Solihull is seeking a proactive IT Support Engineer to join our Internal IT Team. You will be the trusted technology partner for colleagues, providing second-line support and hands-on help to keep systems running smoothly.

You'll work in a fast-paced, collaborative environment, handling Windows/macOS issues, AD/365 administration, and security best practices while helping colleagues stay productive and secure.

Qualifications

• Proven experience in IT support, helpdesk, or similar technical support role (minimum 2 years).
• Strong proficiency with Microsoft Windows (10/11) and Office applications.
• Hands-on experience with Microsoft 365, Active Directory, and Exchange Online administration.
• Practical knowledge of network basics and connectivity (TCP/IP, DNS, VPN).
• Experience using IT service management (ITSM) or helpdesk ticketing systems.
• Solid understanding of cybersecurity principles and IT security best practices.
• Excellent communication skills, able to explain technical issues in plain language.

Responsibilities

• Provide second line technical support via phone, email, and in-person, responding promptly to service desk tickets.
• Diagnose and resolve hardware and software issues for Windows and macOS environments.
• Manage and maintain user devices, laptops, mobile devices, and peripherals across the organisation.
• Set up, configure, and support new equipment; onboard new users and configure their access.
• Administer user accounts, permissions, and access controls in Active Directory, Microsoft 365, Exchange Online, Teams, and SharePoint.
• Perform regular system maintenance, apply patches, and manage software updates.
• Ensure compliance with IT security policies, procedures, and best practices.
• Escalate complex issues appropriately to senior team members or external vendors.
• Document issues, resolutions, and improvements in knowledge management systems.
• Collaborate with the wider IT team to improve processes and user experience.

Skills

IT support experience

Strong communication

Ability to explain technical issues

Teamwork

Tools

Windows 10/11

Microsoft 365

Active Directory

Exchange Online

ITSM systems

TCP/IP/DNS/VPN

Job description

Wavenet in Solihull is seeking a proactive IT Support Engineer to join our Internal IT Team. You will be the trusted technology partner for colleagues, providing second-line support and hands-on help to keep systems running smoothly.

You'll work in a fast-paced, collaborative environment, handling Windows/macOS issues, AD/365 administration, and security best practices while helping colleagues stay productive and secure.