Service Support Engineer

Understanding Recruitment; Greater London; Remote; GBP 33,000 - 44,000; Full time

Job summary

A national charity undergoing digital transformation is seeking a Service Support Engineer. This role involves delivering top-notch 1st and 2nd line IT support, managing support tickets, and maintaining critical systems. Ideal candidates will have experience with Microsoft Intune, Office 365, and Active Directory, along with a strong passion for technology. The position is home-based and offers a salary range of £33,000-£44,000, along with generous benefits.

Benefits

35 days annual leave

Generous pension

Enhanced carer & disability leave

Tech allowance

Qualifications

• 1st and 2nd line IT support experience.
• Ability to install, configure, and troubleshoot hardware and software.
• Experience managing incidents through a ticketing system.

Responsibilities

• Deliver 1st and 2nd line support for staff.
• Manage incidents and service requests.
• Install and configure IT hardware and software.
• Support Office 365 and Active Directory.
• Assist with onboarding and asset management.

Skills

Hands-on experience with Microsoft Intune

Hands-on experience with Office 365

Hands-on experience with Active Directory

Knowledge of ticketing and asset management systems

Understanding of basic networking

Excellent verbal and written communication skills

Organised with strong attention to detail

Calm and helpful when supporting users

Demonstrable passion for technology

Job description

Service Support Engineer

Salary: £33,000-£44,000
Location: Home-based
35 days annual leave, generous pension, enhanced carer & disability leave, tech allowance

I'm working with a national charity undergoing major digital transformation to recruit a Service Support Engineer to join their IT operations team. This is a fantastic opportunity for someone with a passion for technology, great communication skills, and experienced in 1st and 2nd line IT support.

You'll be part of a collaborative, mission-driven organisation that's committed to delivering great technical support to staff across the UK. In this role, you'll support day-to-day IT operations, solve problems, manage support tickets, and help maintain critical systems - all while working with cutting-edge tools like Microsoft Intune, Office 365, and Active Directory.

What you'll be doing:
* Delivering excellent 1st and 2nd line support for staff across multiple locations
* Managing incidents and service requests through the ticketing system
* Installing, configuring, and troubleshooting hardware and software, including laptops, printers, mobile devices, and network equipment
* Supporting Office 365, Active Directory, and remote access tools
* Assisting with onboarding/offboarding, asset management, and MDM setup
* Travelling to offices and service sites to provide face-to-face IT support when needed

Skills required for the Service Support Engineer:
* Hands-on experience with Microsoft Intune, Office 365, and Active Directory
* Knowledge of ticketing and asset management systems (e.g. FreshService)
* Understanding of basic networking and remote desktop tools
* Excellent verbal and written communication skills
* Calm, helpful, and approachable-able to support non-technical users
* Organised, with strong attention to detail and process-following skills
* A demonstrable passion for tech-whether through education, training, or self-learning

Understanding Recruitment is acting as an employment agency for this vacancy.

IT Support | 1st Line | 2nd Line | Microsoft 365 | Intune | Active Directory | Remote | Field Engineer