IT Support Engineer

This role offers a salary of £32,000 - £38,000 per annum, depending on experience, technical capability, and suitability against the requirements of the position.

Roles & Responsibilities

• Provide first- and second-line support to HTG managed service customers, delivering incidents and service requests in line with agreed SLAs, service descriptions, and operational procedures.
• Act as a primary point of contact for end users, delivering clear, professional, and customer-focused support via the service desk, remote tools, and on-site attendance where required.
• Triage, diagnose, and resolve incidents and service requests across Microsoft 365, end-user devices, and core IT services, escalating appropriately where issues fall outside scope or require specialist input.
• Carry out user onboarding and offboarding activities, including account provisioning and deprovisioning, device setup/build, licence allocation, and access control, ensuring security and audit requirements are met.
• Monitor and respond to security alerts and system notifications, supporting investigation, containment, and resolution in line with HTG security and managed service processes.
• Maintain accurate and detailed ticket notes, technical documentation, and customer records within HTG systems, ensuring all actions and outcomes are clearly recorded and auditable.
• Perform routine managed service activities such as patching, backup checks, system health monitoring, and compliance verification.
• Work closely with senior engineers, operations, and customer success teams to ensure consistent service delivery and a positive customer experience.
• Contribute to continuous service improvement by identifying recurring issues, documentation gaps, and opportunities to enhance tooling, processes, or service quality.