Information Technology Support Engineer

Associate – IT Resources

Location: Birmingham, UK

Work Mode: Fully Onsite

Contract: 6–12 months, with possible further extension

Experience: 1–3 years

Role Overview

The role is focused on IT Service Support, Operations and Hardware/Software Asset Management. The successful candidate will support day-to-day IT resource activities, ensuring effective asset handling, traceability, user support and service continuity.

Key Responsibilities

1. Incident, Request & Problem Management

• Handle IT resource-related L1 incidents and service requests.
• Provide effective support to end users and ensure issues are resolved or appropriately escalated.
• Maintain accurate incident/request records.

2. Hardware & Software Asset Management

• Receive IT materials and ensure proper documentation.
• Manage asset handover and return processes.
• Maintain accurate asset records and ensure full traceability.
• Support software licence utilisation and compliance activities.

3. Asset Breakdown & Vendor Coordination

• Review day-to-day hardware/asset breakdowns.
• Coordinate with relevant vendor engineers for repairs and replacements.
• Follow up on escalations and ensure timely resolution to support service continuity.

4. Service Level Management & Reporting

• Work within defined SLAs and service management processes.
• Prepare service reports using relevant tools/scripts.
• Monitor service performance and highlight issues where required.

5. Service Desk Support

• Attend and resolve escalated calls from the Service Desk.
• Provide hands-on support for hardware, software and user-related issues.

6. Change, Release & Configuration Management

• Document IT changes accurately.
• Perform CMDB updates and maintain configuration records.
• Support scheduled/forward changes as required.

7. Service Improvement

• Support service improvement initiatives and action items.
• Identify opportunities to optimise IT support processes and improve service quality.

8. Service Analysis & Optimisation

• Analyse historical incident/asset data.
• Provide relevant information and recommendations to management.
• Identify recurring issues and potential areas for improvement.

9. IT Continuity / DR & BCP Support

• Assist with movement and tracking of IT materials.
• Participate in Disaster Recovery (DR), Business Continuity (BCP) and continuity-related activities where required.

10. BCMS Tests & Drills

• Participate in assigned Business Continuity Management System (BCMS) tests, drills and activities.

11. Laptop Imaging & Troubleshooting

• Perform laptop imaging, configuration and deployment.
• Troubleshoot hardware and software issues.
• Support device setup and preparation for users.