Technical Support Engineer

JAM Recruitment; Lutterworth; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading company specializing in Cyber Security solutions is seeking a Technical Support Engineer in Lutterworth. This role involves providing 1st and 2nd line support across UK and US offices, contributing to a tech-savvy environment and ensuring customer satisfaction. Candidates should have proven experience in IT support, strong troubleshooting skills and relevant qualifications.

Benefits

Hybrid working - 2 days on-site, 3 days remote

Qualifications

• 3+ years in a similar IT support role.
• Strong knowledge of Windows OS/server platforms and networking.
• Microsoft certifications preferred (MCP, MCSA, MCSE).

Responsibilities

• Deliver 1st/2nd line support via the internal service desk.
• Manage service requests and incidents in line with SLAs.
• Assist with 3rd line support and technical projects under supervision.

Skills

Troubleshooting

Communication

Documentation

Planning

Analytical problem-solving

Education

Degree in Computer Science or related field

Tools

Windows OS

Linux

Virtualization (e.g., VMware)

Azure

AWS

Job description

I'm looking for a Technical Support Engineer to join an award-winning Cyber Security solutions business based in Lutterwrth, Leicestershire.

Role Purpose:

Provide 1st and 2nd line IT support across the UK and US offices, ensuring high system availability and user satisfaction. Support a range of internal infrastructure including servers, networks, cloud platforms, mobile devices and corporate systems in line with ISO and ITIL standards.

Key Responsibilities:

• Deliver 1st/2nd line support via the internal service desk
• Assist with 3rd line support and technical projects under supervision
• Install, configure, and maintain IT hardware, software, and networks
• Manage service requests and incidents in line with SLAs
• Liaise with suppliers for IT equipment and services
• Contribute to internal knowledge base
• Participate in on-call rota (extended support hours/weekends)
• Ensure compliance with internal processes and documentation standards

Role Requirements:

• 3+ years in a similar IT support role
• Strong knowledge of Windows OS/server platforms, networking, VPNs, and mobile devices
• Experience with Linux, OS X, virtualisation (e.g., VMware), backup solutions, Azure/AWS
• Familiarity with ITIL framework and process-driven environments
• Strong troubleshooting, communication, and documentation skills
• Ability to lead by example, mentor junior staff, and manage multiple support cases
• Degree in Computer Science or related field or equivalent experience
• Microsoft certifications (e.g., MCP, MCSA, MCSE) preferred
• UK Driving Licence
• Be part of an on-call rota of 1 week in every 3 (additional payment provided)

Core Competencies:

• Deadline and pressure management
• Planning and organisational skills
• Analytical and creative problem-solving
• Customer-focused communication
• Teamwork, mentoring, and relationship building
• Self-motivated with strong personal drive and initiative
• Excellent written, verbal, and listening skills
• Strong organisational awareness

Desirable Qualifications:

• Degree in Computer Science, Engineering, or equivalent experience.
• Microsoft certifications (MCP, MCSA, MCSE, etc.)
• Understanding of cybersecurity frameworks.
• Eligible for UK Security Clearance.

This is a fantastic opportunity for a Technical Support Engineer with a few years experience under their belt that is looking to join a very tech-savvy environment, in a very successful and growing business.

The salary is £30,000 to £40,000 plus benefits and is a hybrid working role of 2x days per week on-site and 3x days per week working from home.