IT Support Engineer

RESPONSIBILITIES:
Service desk & End-user support
• Act as first-line contact for end-user support and technology queries, primarily through the Jira Service Desk, while also assisting staff in person, by phone and by email - triaging, resolving or escalating as appropriate.
• Manage and maintain an effective Jira Service Desk, ensuring tickets are logged, prioritised and resolved within agreed timeframes.
• Diagnose faults across hardware, software, network, user access and component configuration. Determine root cause and advise staff on appropriate action.
• Provide end-user support for Microsoft 365 applications including configuration, licensing, mailbox and file-sharing issues, and guidance on effective use.
• Prioritise rapid resolution of technical disruptions to minimize downtime.
• Document problems and resolutions to build a reusable knowledge base.
• Gather user feedback regularly and feed insights into service-improvement plans.
Endpoint administration
• Support and administer Windows 365 environments.
• Deploy and manage enterprise applications through Microsoft Intune.
• Install, configure and upgrade desktop hardware and peripherals (network cards, printers, mice, etc.).
• Perform and document assigned daily operational health checks for supported systems.
Identity & Access
• Administer Active Directory and Microsoft Entra ID - user and computer accounts, security and distribution groups.
• Support user provisioning, deprovisioning, privileged access, access reviews and identity-management initiatives.
• Apply RBAC principles when assigning permissions, ensuring access is granted on a least-privilege basis and aligned to defined roles.
• Manage and support the office physical access control system, including biometric or fingerprint enrolment and the granting and revoking of premises access.
Asset & Procurement management
• Oversee asset provisioning, deployment, collection, lifecycle management and inventory control.
• Maintain accurate hardware, software and licensing records (including site, server and Microsoft 365 licensing).
• Manage IT procurement and vendor relationships.
Security & Compliance
• Support approved operating-system, application and endpoint patching and vulnerability-remediation activities, working with the broader IT team, MSP and SOC.
• Maintain adherence to ISO 27001 standards and preserve confidentiality of information processed, stored or accessed on the network.
• Manage and support the day-to-day operation of internal camera systems, including availability monitoring and coordinating maintenance.
Collaboration & Continuous improvement
• Liaise with external MSPs and the SOC to ensure SLAs and security standards are maintained, and with building management on planned outages, new installations and facilities work affecting IT services.
• Work with internal networks, systems and application teams to ensure connectivity and compatibility between systems.
• Conduct technical research on system upgrades to assess feasibility, cost, time and compatibility.
• Stay current with technology, security practices and emerging IT support trends, including the use of AI to improve service delivery and operational efficiency.