IT Support Engineer

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
Westbury
TYPE
Full-time
LEVEL
Entry-level
CATEGORY
Technology
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer service MS Office 365 Windows IT support Networking Troubleshooting Service management Keyloop Autoline Rev8

FULL DESCRIPTION

At [Employer hidden — view at passion-project.co.uk] Group we are looking for a customer-service focused IT Support Engineer, who will work as part of our IT team to provide in-house daily 1st and 2nd line IT support.

Your Role

At [Employer hidden] Group we are looking for a customer-service focused IT Support Engineer, who will work as part of our IT team to provide in-house daily 1st and 2nd line IT support.

You will be the first and main point of contact for the IT support function, ensuring all issues are solved according to priority, to help keep our business moving. You will escalate where necessary to ensure successful resolution in more complex cases.  This role will have responsibility for maintaining and updating the DMS (Keyloop Autoline Rev8) becoming the business specialist on this in time.

Day to day you will be:

  • Providing technical support to staff to include face to face and remote IT support, understanding the importance of your role in keeping the business moving.
  • Ensuring fantastic internal customer service levels, working effectively and positively with team members across the business.
  • Be the primary contact for logging support tickets and keeping them up to date with ticket progress.
  • Troubleshoot, fix and escalate incidents as required ensuring they are promptly resolved.
  • Maintaining and troubleshooting a wide variety of Windows, Office, 365 administration and cloud applications
  • Install, test and update computer equipment.
  • Travelling to other sites to carry out support work where required.
  • Setting up new equipment and upgrade existing systems.
  • Any other duties commensurate with the level of this post as reasonably requested by your line manager.
  • Ensuring a tidy and organised working area.
  • To work in a manner which protects your own Health and Safety and that of others.
  • Provide a high level of customer service for 1st/2nd line support to colleagues
  • To be able to quickly and competently diagnose system faults and resolve or escalate them when required.

This role will be a great fit for you if:

  • Excellent customer service skills gain in a busy work environment
  • Ability to prioritise and manage tasks
  • Computer literate with experience of using IT systems including MS Office 365 programs regularly in a business environment.
  • Ability to explain technical issues clearly and simply to non-technical people
  • Previous experience in an IT support role
  • Experience of service management ticket based systems.
  • Experience of 1st and 2nd line support
  • Understanding of IP and networking
  • Experience using Keyloop Autoline Rev8 – DMS.
  • Computing or IT support qualification
  • Microsoft Certified Professional accreditations.
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