IT Support Engineer

BGI; Cardiff; Hybrid; GBP 27,000 - 29,000; Full time

Job description

IT Support Engineer

Permanent | Hybrid/ Cardiff

Bright Group International (BGI) are parent brand for a number of global talent & technology companies, serving a varied group of customers from Waste & Recycling to Artificial Intelligence. As an international multi-brand group, we build careers, futures, and business communities where diversity, innovation, and growth are at the heart of everything.

Why is this role right for you?

You are a natural problem solver with a passion for technology and helping others. You love figuring things out and going the extra mile to support colleagues, and as the 1st Line IT Support Engineer you’ll be the first point of contact for IT-related queries across the Group, providing both remote and face-to-face support. You’ll be at the heart of keeping our teams running smoothly, using your technical know-how and people skills to troubleshoot, resolve, and escalate issues when needed.

The role is hybrid working, based from our Cardiff HQ with travel to other offices nationwide as and when required, so full a UK driving license and own vehicle is essential

This is a fantastic opportunity to develop your IT career, working alongside an experienced team who will help you grow and expand your technical expertise.

Key Duties

• Serving as the initial point of contact for all IT and software-related queries via phone, email, and system alerts, assisting users both remotely and in-person.
• Logging, prioritising, and managing all support requests on the helpdesk efficiently, ensuring clear documentation and timely updates.
• Diagnosing technical and software-related issues, troubleshooting where possible, and escalating complex cases when necessary.
• Proactively communicating with users regarding the status of their requests and ensuring resolution in a timely manner.
• Researching, documenting, and maintaining a comprehensive Knowledge Base for troubleshooting guides and common issues.
• Setting up, managing, and maintaining user accounts across multiple systems and applications.
• Providing hands-on software support, including troubleshooting, installation, updates, and configurations for office-based and remote users.
• Offering on-site support at other locations as required to resolve IT and software-related challenges.
• Assisting in IT infrastructure projects, software rollouts, and system upgrades.
• Managing the onboarding process for new employees, ensuring they receive necessary IT equipment, software access, and user training.
• Procuring IT hardware and software as required and ensuring all devices meet quality and security standards before deployment.
• Configuring new software solutions, ensuring compatibility and usability for business operations.
• Escalating critical technical or software build issues to senior IT staff when necessary.

Some of the great benefits we offer:

• Base salary- £27,000 P/A- £29,000 P/A
• Car Allowance- £2400 P/A
• Comprehensive Medical Cash Plan for your peace of mind– including Health Screening, dental cover, optical, chiropractor and much more
• Discounts off Holistic wellbeing featuring alternative therapies, treatments, and counseling.
• Join us in our mission to make a positive impact - we plant a tree for every new team member. Welcome to EmployTREE!
• Access to a 24-hour EAP Advice line & CBT support.
• Celebrate success at our exclusive Company Award Events, held at surprise locations each year!
• Enjoy discounted gym memberships and more perks to keep you motivated and healthy.
• Life Assurance
• High Street Rewards, Vouchers and Cashback
• 33 Days Annual Leave- Length of service scheme-Earn extra days annual leave for length of service/ awards & recognition
• Training & Fully Mapped Development Plan & Accredited training courses
• Corporate Charity Days off- paid time to help your local charity

Skills & Experience Required:

• 1-2 years' experience in an IT support or helpdesk role
• A friendly and professional communicator who enjoys helping people.
• Good knowledge of Microsoft Windows 10 & 11 and Office 365 applications.
• Ability to provide remote technical support using remote access tools and effectively guide users through troubleshooting steps.
• A basic understanding of Windows 365, Entra Active Directory, Exchange 365, and key networking essentials like TCP/IP, DNS, DHCP, WiFi, and Ethernet
• Experience troubleshooting desktops, laptops, printers, IP phones, and mobile devices (Apple & Android)
• Ability to explain technical concepts clearly to both technical and non-technical users
• UK Driving License and own vehicle