About this role
Salary: £30,000 - 35,000 per year
Requirements
- Previous experience in an IT helpdesk, desktop support, desktop support, or similar role.
- Good working knowledge of Windows and Microsoft 365, including troubleshooting hardware, software, printers, and peripherals.
- Understanding of basic networking, including IP addressing, DNS, DHCP, and Wi-Fi.
- Familiarity with user accounts, permissions, and Active Directory or Microsoft Entra ID.
- Logical, organised troubleshooting approach, with a willingness to ask for help when needed.
- Strong communication skills, patience, and a helpful approach to supporting users with different levels of technical knowledge.
- Ability to manage competing priorities, maintain accurate records, and travel to client sites.
- Interest in developing skills in cloud services, wireless networking, or education IT.
- Experience with a managed service provider or school IT support is desirable.
- Exposure to Intune, Autopilot, Entra ID, Windows Server, business wireless access points, switches, Ruckus, Cambium, Ekahau, wireless site surveys, Autotask, IT Glue, endpoint security, Microsoft 365 backup, or 3CX is desirable.
- Basic PowerShell knowledge is desirable.
- Relevant qualifications, such as CompTIA A+, Network+, or Microsoft certifications, or equivalent practical experience, are desirable.
- Specialist wireless survey tool experience is welcome but not essential; a practical approach, curiosity, and willingness to learn are valued.
Responsibilities
- Provide first- and second-line support by telephone, email, remote access, and onsite visits; log, prioritise, and manage tickets through our Autotask service desk.
- Troubleshoot Windows devices, Microsoft 365, applications, printers, peripherals, and connectivity, and work towards agreed response and resolution targets.
- Keep users informed, explain technical issues clearly, escalate faults with relevant details, verify solutions, and record accurate resolution notes.
- Support Microsoft 365 services, user onboarding and offboarding, account access, multifactor authentication, password resets, licences, and permissions.
- Configure and deploy laptops and desktops, including devices managed through Intune and Windows Autopilot; support Windows Server and Active Directory environments where required.
- Install approved applications, updates, and peripheral devices.
- Diagnose wired and wireless connectivity issues and troubleshoot basic TCP/IP, DNS, DHCP, and VPN problems.
- Assist senior engineers with installing, configuring, and testing switches and wireless access points; support wireless survey projects with site visits, preparation, equipment checks, and accurate recording of findings.
- Assist with post-installation testing and documentation, develop wireless survey skills, and support business and education wireless systems, guest access, and secure device onboarding.
- Support 3CX telephone systems, handsets, headsets, and softphones.
- Support school staff with devices, Microsoft 365, classroom technology, and connectivity; assist with deployments, replacements, planned maintenance, and school IT projects.
- Follow school safeguarding, visitor, and information-handling procedures, and communicate with awareness of the impact IT issues can have on lessons.
- Follow security procedures, verify identities before changing access, escalate potential security incidents, and assist with endpoint protection, patching, and backup checks.
- Maintain accurate asset records, support notes, and technical documentation; contribute troubleshooting guides and suggest improvements to recurring issues.
- Handle client information confidentially and follow client policies when working onsite.
Technologies
- Active Directory
- Cloud
- Hardware
- Support
- Microsoft 365
- Network
- PowerShell
- Security
- TCP/IP
- VPN
- Windows
- Office 365
- Microsoft Intune
- SharePoint
More
We are Elmdale IT Services Limited, a provider of managed IT support, cloud services, cyber security, networking, and communications solutions for businesses, schools, and charities. Our specialist brands, WiFiSurvey.uk and EduIT.uk, focus on wireless networking and education IT. We are seeking a friendly, practical IT Support Engineer to join our technical team, providing support remotely and at client sites. The role is office-based in Reading, with client-site visits, and reports to the Helpdesk Manager or Director of Operations.
Hours are 09:00–17:30, and salary is £30,000–£35,000 per year, dependent on experience. Benefits include company events and a company pension. We offer opportunities to develop skills in Microsoft 365, cloud management, cyber security, networking, telephony, wireless surveying, and school IT, with scope to take on greater responsibility and more complex support and project work. The position is in person. We welcome applications from people of all backgrounds.
last updated 45 week of 2026