Junior IT Support Engineer

These are the expected objectives for this role. We are happy to discuss this further during the interview process with the successful candidate.

• Provide First-Line Technical Support – Deliver technical assistance in person, via email, and through remote access for hardware, software, and network-related issues.
• Ensure Efficient Issue Resolution – Diagnose, troubleshoot, and resolve technical problems promptly, escalating complex issues to second- or third-line support when necessary.
• Manage and Track Support Tickets – Accurately log, track, and update incidents and service requests using Atlassian Jira.
• Maintain Clear Communication – Keep users informed on the status of their issues, providing timely updates and ensuring excellent customer service.
• Support IT Equipment Setup – Assist in configuring and deploying laptops, mobile devices, and other IT equipment.
• Follow and Improve IT Procedures – Adhere to established processes while contributing to internal documentation and knowledge base improvements.
• Collaborate with Team Members – Work closely with colleagues to complement IT support services and meet service level agreements (SLAs).
• Ensure Adherence to SLAs – Work efficiently to resolve issues within agreed timeframes and maintain high customer satisfaction.
• Contribute to Knowledge Sharing – Update and improve internal documentation, sharing insights to enhance team efficiency.
• Stay Updated on IT Trends – Continuously develop technical skills and stay informed about new technologies and best practices.

• Previous experience in a first-line IT support role
• Strong working knowledge of MacOS, Windows, and basic networking
• Experience with Google Workspace, M365
• Experience of Okta and Jamf
• Good understanding of IT Security (anti-virus, encryption, and authentication)
• Able to work in the office a minimum of 3 days a week

1st stage: Initial phone screening done by a member of the recruitment team.

2nd stage: Technical interview, this stage evaluates your technical expertise and problem-solving abilities, especially if you're applying for a technical role.

Final Stage: 10-15 min presentation and a panel interview where multiple people from different departments ask you questions.

Salary: up to £25k-£30k

25 days paid holiday, plus bank holidays.

BUPA medical insurance
Workplace Pension 5% employer contribution
Group Life Assurance
Cyclescheme
5 days a year for approved Training
WFH equipment allowance
Buy / Sell Holiday
2 days paid volunteering days

Other benefits:
Flexible working
Work on exciting projects - make a difference
Empowered to make decisions
Encouraged to fail fast and learn quickly