It support Engineer

Locations: Manchester, United Kingdom

Work Mode: Backfill (Onsite Support)

Contract Duration: Long-Term Contract

Job Summary

We are looking for an experienced IT Support Engineer to provide onsite backfill support across multiple UK locations. The engineer will be responsible for End User Computing (EUC), desktop support, hardware and software troubleshooting, Microsoft 365 support, network troubleshooting, data center hands & feet activities, inventory management, and VIP support. The engineer will work closely with remote support teams and OEM vendors to ensure timely resolution of incidents while meeting Service Level Agreements (SLAs).

Key Responsibilities

• Install, configure, and maintain desktops, laptops, peripherals, and software applications.
• Provide End User Computing (EUC) support for onsite users.
• Perform laptop and desktop imaging and operating system deployment.
• Troubleshoot and resolve hardware, software, and operating system issues.
• Coordinate with OEM vendors for hardware repairs, warranty replacements, and spare part management.
• Install, configure, and manage network and shared printers.
• Provide Microsoft 365 and Office 365 support.
• Support conference room technologies, AV equipment, and coordinate with vendors for meeting room setup.
• Perform IMAC (Install, Move, Add, and Change) activities for IT assets.
• Support mobile devices, scanners, printers, and other non-PC equipment.
• Provide VIP and executive user support with high service standards.
• Perform inventory management and maintain accurate IT asset records.
• Install and troubleshoot compliance and endpoint security software.
• Perform Level 1 network troubleshooting, including LAN connectivity, DHCP, and DNS issues.
• Provide Hands & Feet support for Network, Server, Storage, Backup, and Application teams.
• Perform physical server activities including device reboot, console connection, cable/SFP replacement, rack mounting, stacking, and equipment relocation.
• Label racks, network devices, and IT equipment according to standards.
• Support Mac devices and macOS-related issues.
• Coordinate with vendor support teams to resolve technical issues.
• Support recurring meetings, planned events, and after-hours maintenance activities when required.
• Document incidents, service requests, troubleshooting steps, and resolutions in the ITSM system.
• Ensure compliance with defined Service Level Agreements (SLAs).

Technical Skills

• Operating Systems: Windows 10/11, Windows Server, macOS
• Microsoft Technologies: Microsoft 365, Office 365, Outlook, Teams, Active Directory
• Endpoint Support: Desktop & Laptop Support, Imaging, Printer Management, Mobile Device Support
• Networking: LAN, DHCP, DNS, TCP/IP, Shared Printer Configuration, Basic Network Troubleshooting

Preferred Skills

• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Experience supporting enterprise IT environments.
• Knowledge of ITIL processes and SLA-based support.
• Experience providing Hands & Feet support for data center infrastructure.
• Ability to work independently and coordinate with global support teams.

Qualifications

• Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related field.
• 3–6 years of experience in IT Support, Desktop Support, or End User Computing (EUC).
• Experience supporting enterprise users in onsite environments.
• ITIL Foundation Certification (Preferred).
• Microsoft Certifications (Preferred).
• CompTIA A+ or Network+ Certification (Preferred).
• Timely resolution of onsite incidents and service requests.
• Successful deployment and support of IT hardware and software.
• Accurate documentation of incidents and completed activities.
• Compliance with SLAs and organizational IT standards.
• High-quality onsite support for end users, VIP users, and infrastructure teams.
• This is a Backfill role. The engineer will be required to provide onsite support only when the primary engineer is on leave, vacation, or otherwise unavailable.
• Advance notice will be provided before each backfill assignment.

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