Overview
The IT Support Engineer (ITSE) plays a crucial role in our business and within the Process Improvement Team. This role is responsible for providing first-line IT support to both field-based and office-based users, ensuring smooth operations across all company systems.
Your key responsibilities include:
• Delivering first-time fixes where possible while managing support tickets with third-party suppliers.
• Handling incidents, requests, changes, user problems, and release management across all platforms.
• Continuously improving IT service delivery by identifying process improvements and ensuring a seamless experience for users.
• Managing and maintaining IT costs across the business, ensuring that IT expenses are monitored, optimised, and reported accurately.
• Reviewing and maintaining IT portfolios to ensure that asset records, software licenses, and costs remain accurate and up to date.
You must demonstrate a commitment to excellent customer service, be self-motivated, and actively contribute to an enhanced IT service for all employees. Strong administrative skills and a proactive approach to upholding company values are essential.
Person Specification
Key Attributes
• Confident and professional communicator – able to engage effectively at all levels.
• Positive influencer – capable of achieving effective outcomes through collaboration.
• Resilient under pressure – maintains high performance in challenging situations.
• Relationship-builder – fosters strong, long-term professional connections internally and externally.
• Solution-focused – proactively identifies and implements IT solutions that meet business needs.
• Detail-oriented – ensures accuracy in all systems, documentation, and data analysis.
• Customer-centric – prioritises the needs of colleagues and the wider business.
• Highly organised – manages priorities efficiently to meet goals and deadlines.
Core Competencies
Communication
• Confident and self-aware, making a positive and professional impression.
• Able to clearly articulate technical concepts to non-technical users.
• Writes and speaks in a way that is concise, impactful, and easy to understand.
• Energetic, committed, and determined to deliver excellent service.
• Dependable, accountable, and keen to expand skills and develop professionally.
Problem-Solving & Performance
• Maintains calm and focus under pressure.
• Identifies and resolves IT issues efficiently, preventing future complications.
• Ensures accurate data entry and system usage for effective troubleshooting.
• Proactively seeks and delivers innovative service improvements.
• Meets SLA and KPI targets for incident resolution and service requests.
• Manages IT costs efficiently, ensuring spending is aligned with business priorities.
Teamwork & Collaboration
• Works cooperatively and flexibly with colleagues and external partners.
• Respects and values different perspectives, listening actively and responding constructively.
• Supports HR with onboarding and offboarding IT processes.
• Collaborates with third-party providers to ensure smooth service delivery.
Commitment to Quality & Compliance
• Ensures all IT operations align with Health and Safety (HSE) and company guidelines.
• Addresses anomalies and risks promptly to protect employees and the business.
• Produces high-quality work, ensuring clarity, accuracy, and compliance.
• Reviews IT portfolios regularly to maintain accuracy and ensure cost efficiency.
Role Responsibilities
Technical Support & Service Delivery
• Act as the first point of contact for all IT support queries.
• Provide desktop and application support to internal and external users.
• Ensure swift troubleshooting and resolution of IT issues.
• Manage support tickets effectively, liaising with third-party suppliers when required.
• Set up and configure new laptops, desktops, and mobile devices.
• Install authorised software and maintain system integrity.
• Maintain logs of faults and resolutions.
Incident & Change Management
• Manage incidents, service requests, and changes across IT systems.
• Monitor and maintain server-based mail management and user accounts.
• Support IT moves, projects and integrations.
• Ensure all changes and releases align with business needs and IT best practices.
Cost & Asset Management
• Monitor, control, and report on IT costs across the business.
• Ensure IT expenditures remain within budget, identifying cost-saving opportunities.
• Review and maintain IT asset portfolios, ensuring accuracy in hardware, software, and licensing records.
• Work with finance and procurement teams to streamline IT purchasing and budgeting.
Process Improvement & Innovation
• Identify opportunities to streamline IT processes and enhance service efficiency.
• Ensure clear documentation and training materials for end-users.
• Support software testing and implementation as part of larger projects.
• Communicate progress effectively within the IT team and wider business.
Technical Skills & Experience
Essential:
✅ Microsoft Windows & Office 365
✅ Network & local storage management
✅ IT support ticketing system management
✅ Managing user accounts across multiple software platforms
✅ Strong troubleshooting and problem-solving abilities
Desirable (but not essential):
➕ Business Intelligence software experience (PowerBi, Klipfolio)
➕ MySQL query skills
➕ IT-related qualifications
Why Join Us?
This is a fantastic opportunity for an IT professional who is passionate about customer service, process improvement, and delivering high-quality IT support. If you are proactive, solutions-driven, and eager to make a real impact, we’d love to hear from you!
