IT Support Engineer

Overview

We have an exciting entry level opportunity to join our Service Desk Team to provide systems administration support to end users of the biometric services. This position initially operates Monday‑Friday 0900‑1730, with the possibility to shift into a 4‑day on/off shift pattern after training.

Responsibilities

• Plan and develop overall service; collaborate with team on Access, Event, Incident, Request, and Problem Management activities.
• Perform system administration tasks defined by operating procedures.
• Monitor system performance using provided software and hardware tools.
• Respond promptly to errors or faults; log incidents and requests accurately.
• Provide assistance to callers, identify and resolve common problems, and document solutions.
• Adhere to escalation processes and ensure unresolved incidents are routed to the appropriate personnel.
• Maintain records of system activities to answer enquiries.

Qualifications

• Experience providing system administration to company or mission‑critical IT systems.
• Strong troubleshooting skills across various processes and systems.
• Excellent communication and interpersonal abilities; able to interact with a wide range of internal and external clients.
• Proficiency working under pressure and managing a busy workload.
• Team‑player attitude with flexibility to respond to changing demands.
• Active interest in the development of the Service Desk function.
• Ability to work in the required environment and obtain a satisfactory security clearance.

Desired Knowledge & Experience

• ITIL Fundamentals; knowledge of ITIL best practice.
• ITIL experience.

Technology stack

• Unix/Linux, Microsoft Windows
• Bespoke Identification software
• Oracle databases & SQL
• NetBackup
• LANDesk
• ServiceNow call logging and service‑management tool set

Security & Eligibility

• Must be UK citizen and resident in the UK for at least five years.
• Required to obtain UK SC (Security Clearance).

Benefits

• Contributory pension scheme
• Private medical insurance
• 33 days annual leave (public & other holidays)
• Flexible benefits (life assurance, health schemes, gym memberships, cycle‑to‑work, buy‑and‑sell holidays)
• Flexi‑time working options
• Health and wellness programmes, income protection, paid leave, retirement plans

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