Information Technology Support Engineer

IT Support Engineer

About the role

This is an excellent opportunity for someone looking to develop their career in IT, gain exposure to a wide range of technologies, and play an important role in supporting our colleagues across the business.

Reporting to the IT Director and working closely with the wider IT Team, you will be the first point of contact for users requiring technical assistance. You'll help keep our systems running smoothly, resolve day-to-day IT issues, support new starters, and contribute to delivering an excellent IT support experience across the firm.

This is a hands-on role that offers exposure to modern cloud technologies, business-critical systems and IT service management processes. You'll be supported by experienced colleagues while developing your technical knowledge, troubleshooting skills and understanding of IT operations within a professional services environment. We're looking for someone who is curious, approachable and eager to learn, with a genuine passion for technology and delivering outstanding customer service.

The role in practice

You will:

• Act as the first point of contact for IT incidents, service requests and technical queries

• Diagnose and resolve hardware, software and user account issues

• Log, update and manage support tickets within Jira Service Desk, ensuring cases are accurately recorded and maintained

• Escalate incidents to IT colleagues where additional support is required

• Provide timely and professional updates to users regarding the status of their requests

• Support the delivery of agreed service levels by effectively prioritising and managing your workload

• Deliver a high standard of customer service, ensuring users feel supported throughout the resolution process

• Remain calm, professional and solution-focused when dealing with incidents, competing priorities and periods of high demand

Device & Application Support

• Configure and deploy laptops, mobile devices, monitors and other IT equipment

• Support Microsoft 365 applications, Windows devices and other business systems used across the firm

• Assist with user account administration, including access requests, password resets and permissions management

• Perform routine maintenance and health checks on end-user devices and equipment

• Support software installations, updates and hardware replacements as required

Jira Service Desk & IT Tools

• Use Jira Service Desk to manage incidents, requests and service updates

• Maintain accurate ticket records to support reporting, knowledge sharing and service delivery

• Follow established workflows and processes while helping identify opportunities for improvement

Documentation & Knowledge Management

• Create and update IT support documentation within Confluence

• Contribute to maintaining clear, accurate and up-to-date knowledge articles and user guides

• Document resolutions and troubleshooting steps to support knowledge sharing across the IT Team

Onboarding & User Enablement

• Support the onboarding of new employees, including device preparation, software deployment and account setup

• Assist in delivering IT inductions and guidance to help new starters become productive quickly

• Provide users with advice and guidance on the effective use of firm technology and systems

Required Skills and Experience

• Experience working in an IT support, Service Desk, customer service or similar environment

• Good understanding of Windows, Microsoft 365 and common business applications

• Strong troubleshooting and problem-solving skills

• Experience using a ticket management system such as Jira Service Desk, ServiceNow or similar is desirable

• Ability to manage multiple priorities and work effectively in a fast-paced environment

• Strong written and verbal communication skills

• Enthusiastic, proactive and willing to learn new technologies

• Excellent customer service skills with a friendly and professional approach

• Ability to follow documented processes while using initiative to resolve issues

• Experience creating or updating technical documentation would be advantageous

• A genuine interest in technology and developing a career in IT

Ways of Working

• Some flexibility is required; however, the role is largely office-based to best support internal users – there are also offices in Southampton.

A full driving licence and access to a vehicle insured for business use are essential, as there may be occasional travel between our offices.