VSL Group
IT Support Engineer
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Location: Droitwich / Customer Sites / Hybrid
Department: Technical Services
Reports to: Helpdesk Manager
About the Role
We are looking for a IT Support Engineer to join our growing technical team and play a key role in supporting our business-to-business customers. This isn't a traditional 1st Line or 2nd Line support role. We don't believe in putting engineers into boxes based purely on the type of ticket they are dealing with. Our Support Engineers work across the full range of technical support, from responding to day-to-day helpdesk requests through to resolving more complex technical issues, supporting projects and visiting customers on site. We are looking for someone who enjoys taking ownership, solving problems and seeing an issue through to a successful outcome for the customer. You may start your day dealing with a user's Microsoft 365 issue, spend part of the afternoon working on a customer project and finish the day visiting a customer to resolve a network or hardware issue. Every day can be different. Most importantly, we want engineers who don't simply think "I've fixed the technical issue, so my job is done." We want people who think "Has the customer got what they need, and are they happy with the outcome?"
Key Responsibilities
- Provide responsive technical support to business-to-business customers by telephone, email, remote support and through our service desk.
- Diagnose and resolve hardware, software, network, connectivity and user-related issues.
- Support Microsoft 365, Windows, business applications, devices, printers and other business IT technologies.
- Own incidents and service requests from initial contact through to a satisfactory outcome, escalating where appropriate while keeping customers informed.
- Build positive customer relationships and communicate technical information clearly to technical and non-technical users.
- Support customer projects, including installations, migrations, upgrades, deployments and new-customer onboarding.
- Configure and deploy PCs, laptops, servers, networking equipment, Microsoft 365 services and other IT solutions.
- Attend customer sites for troubleshooting, maintenance, installations and technical changes where hands-on support is required.
- Identify recurring issues, potential problems and opportunities to improve customers’ IT reliability, security and user experience.
- Maintain accurate technical documentation and service desk records, and share knowledge with colleagues.
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About You
We are looking for someone who is technically capable, curious and customer-focused. You do not need to know everything; what matters is your willingness to investigate, learn and take responsibility for finding a solution.
You will ideally have experience in an IT support environment and be comfortable dealing directly with business customers. You will:
- Enjoy solving problems and take ownership of issues from beginning to end.
- Be comfortable moving between reactive support, project work and proactive tasks.
- Communicate clearly with customers and explain technical issues in straightforward language.
- Have a can-do attitude, work well independently and collaborate effectively with colleagues.
- Be organised, manage competing priorities and take pride in delivering a positive customer experience.
- Be willing to visit customer sites and continue developing your technical skills.
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Technical Experience
Experience with some or all of the following would be beneficial:
- Microsoft Windows, Microsoft 365 and applications including Outlook, Teams, SharePoint and OneDrive.
- Azure / Entra ID and Active Directory.
- Networking, TCP/IP, Wi-Fi, LAN infrastructure, firewalls and VPNs.
- PCs, laptops, printers, peripheral devices and general hardware troubleshooting.
- Endpoint management, cyber security principles and backup technologies.
- Remote monitoring and management tools.
- IT service management and ticketing systems.
We recognise that no candidate will have experience across every technology we support. A willingness to learn and the ability to troubleshoot effectively are just as important as your existing technical knowledge.
What We Offer
As a smaller IT business, you will have the opportunity to make a real difference and:
- Work across a broad range of technologies and customer environments.
- Gain experience in both technical support and project delivery.
- Develop your skills across multiple areas of IT.
- Build strong professional relationships by working directly with customers.
- Work closely with experienced colleagues and help improve the services we provide.
- Develop your career without being restricted to a traditional “1st Line” or “2nd Line” pathway.
Essential Requirement
A full driving licence is required.
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