Job Description

Job Summary

We are seeking a proactive and customer-focused Technical Support Engineer to deliver high-quality IT support to our clients. You will be responsible for installing, maintaining, and troubleshooting a variety of hardware, software, and network systems across multiple environments.

If you are computer-savvy, enjoy helping end users, and can communicate technical information clearly and confidently, we'd love to hear from you. Full training and development will be provided.

Duties

Respond to user tickets covering hardware, software, and networking issues Guide users through the installation and configuration of applications and peripherals Provisioning and decommissioning of customer accounts, devices, and services Monitor customer systems, alerts, and resource utilisation, responding promptly to identified issues Provide clear, step-by-step technical guidance to users Perform remote troubleshooting using approved tools and techniques Investigate, test, and evaluate alternative solutions until issues are fully resolved Customise desktop and productivity applications based on user requirements Create and maintain clear documentation, technical guides, and knowledge base articles Log all technical issues, activities, and resolutions accurately Escalate complex or unresolved problems to senior engineers or specialist teams Conduct follow-ups with clients to ensure services are fully operational Gather and report customer feedback, feature requests, and improvement opportunities Participate directly in customer IT projects, deployments, and migrations Attend customer sites, data centres, and field locations for on-site troubleshooting or project work Ensure compliance with internal processes, security best practices, and customer SLAs Contribute to continuous improvement of support processes and service delivery

Requirements

Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar role Strong, hands-on knowledge of Microsoft products, including Windows operating systems Experience with Email Security Solutions (e.g., spam filtering, threat protection) Experience with Office 365 administration (Exchange Online, SharePoint, Teams) Experience managing and deploying endpoints using Microsoft Intune Experience monitoring and restoring customer backups (cloud or on-premises) Familiarity with common office IT equipment and peripherals Understanding of network security, antivirus/endpoint protection, and best practices Strong ability to troubleshoot remotely and communicate technical concepts clearly Excellent problem-solving, organisation, and multitasking skills Strong customer-oriented attitude and professional communication style Ability to pass any required background checks depending on client requirements (optional but recommended addition)

Preferred (Not Essential) Skills

Hands-on experience with Windows Server, Active Directory, and Group Policy Experience with Microsoft Azure administration or support Knowledge of configuring network switches, VLANs, and basic routing Understanding of virtualisation technologies (e.g., Hyper-V, VMware) Familiarity with monitoring platforms (e.g. NinjaOne, PRTG) Experience configuring firewalls and security appliances Experience deploying and configuring wireless access points and wireless networks Understanding of backup technologies, disaster recovery, and business continuity planning Full UK Driving Licence

Why Join Us?

Supportive, collaborative team environment Continuous training, skill development, and certification opportunities Exposure to a wide range of technologies, clients, and IT environments Involvement in hands-on projects, field work, and customer IT deployments Growing company with room for career expansion and specialisation Private Healthcare Pension Scheme

How to Apply

Please submit your CV and a brief cover letter outlining your experience to jobs@cloudoneit.co.uk.

We look forward to meeting our next team member!

The organisation aims to respond to all applications. However, if you have not heard from us within 4 weeks, please assume your application has not been successful on this occasion. We appreciate your interest and encourage you to apply for future opportunities.

Job Type: Full-time

Pay: 27,000.00-32,000.00 per year

Benefits:

Company pension Employee discount Free parking Private medical insurance
Experience:

IT Technical Support: 1 year (required)
Work Location: In person