About this role
Salary: £30,000 - 35,000 per year
Requirements
- Experience in IT helpdesk, desktop support or a similar role.
- Good knowledge of Windows and Microsoft 365.
- Experience troubleshooting hardware, software, printers and peripherals.
- Understanding of IP addressing, DNS, DHCP and Wi-Fi.
- Familiarity with accounts, permissions and Active Directory or Microsoft Entra ID.
- Logical troubleshooting skills, good organisation and confidence to ask for help.
- Clear communication, patience and a helpful approach with users of all technical abilities.
- Ability to balance priorities and maintain accurate records.
- Willingness and ability to travel to client sites.
- Interest in cloud services, wireless networking or education IT.
- Desirable: MSP or school IT experience.
- Desirable: Exposure to Intune, Autopilot, Entra ID or Windows Server.
- Desirable: Business Wi-Fi and switching experience, including Ruckus, Cambium, Ekahau or site surveys.
- Desirable: Familiarity with Autotask, IT Glue, endpoint security, Microsoft 365 backup or 3CX.
- Desirable: Basic PowerShell skills.
- Desirable: CompTIA A+, Network+, Microsoft certifications or equivalent practical experience.
- Specialist survey experience is welcome but not essential; curiosity, a practical approach and willingness to learn are important.
Responsibilities
- Provide first- and second-line support remotely and onsite, resolving everyday issues and investigating complex faults.
- Support users by telephone, email, remote access and onsite visits.
- Log, prioritise and manage tickets in Autotask, working towards agreed response and resolution targets.
- Troubleshoot Windows devices, Microsoft 365, applications, printers, peripherals and connectivity.
- Explain issues clearly, keep users updated, escalate faults with relevant details, verify solutions and record accurate resolution notes.
- Support Outlook, Teams, SharePoint, OneDrive and other Microsoft 365 services.
- Complete authorised onboarding and offboarding, including accounts, licences, permissions and access removal.
- Help users with multifactor authentication, password resets and account access.
- Configure and deploy computers, including devices managed through Intune and Windows Autopilot.
- Support Windows Server and Active Directory where required, and install approved applications, updates and peripherals.
- Diagnose wired and wireless issues, including poor coverage, slow speeds and intermittent access.
- Troubleshoot basic TCP/IP, DNS, DHCP and VPN problems.
- Assist with installing, configuring and testing switches and access points.
- Support WiFi Survey projects through site visits, survey preparation, equipment checks, recording findings and post-installation testing.
- Develop survey skills using Ekahau and the Sidekick 2, and learn about Ruckus, Cambium, guest access and secure device onboarding.
- Support 3CX systems, handsets, headsets and softphones.
- Support school staff with devices, Microsoft 365, classroom technology and connectivity.
- Assist with school deployments, replacements and maintenance, including school holiday projects, and contribute to EduIT projects that improve school IT.
- Communicate clearly with school staff, understand the impact of faults on lessons, and follow safeguarding, visitor and information-handling procedures.
- Follow security procedures, verify identities before resetting passwords or changing access, and promptly escalate suspicious emails, unusual account activity and potential security incidents.
- Assist with endpoint protection, patching and backup alert checks.
- Maintain asset records, support notes and documentation in Autotask and IT Glue; contribute troubleshooting guides and suggest improvements.
- Protect client confidentiality and follow onsite policies.
- Work with senior engineers when specialist help is needed and take on more responsibility as skills develop.
Technologies
- Active Directory
- Cloud
- Hardware
- Support
- Microsoft 365
- Network
- PowerShell
- Security
- SharePoint
- TCP/IP
- VPN
- Windows
- Office 365
More
We are Elmdale IT Services Limited, providing managed IT support, cloud services, cyber security, networking and communications to businesses, schools and charities. Our specialist brands include WifiSurvey, which delivers wireless surveys, network design and troubleshooting, and EduIT, which supports schools with technical support, Microsoft 365, device management, secure connectivity and long-term IT planning. This is a Level 1/2 IT Support Engineer role based in Reading, office-based with client site visits, working 09:00–17:30 and reporting to the Helpdesk Manager or Director of Operations.
Salary is dependent on experience. We offer opportunities to develop skills across Microsoft 365, cloud management, cyber security, networking, telephony, wireless surveys and education IT. Success in the role means providing approachable service, effective resolutions, clear updates, accurate records and sound judgement about when to escalate. To apply, send us your CV and a short covering statement outlining your experience and the areas you would like to develop. We welcome applications from all backgrounds.
last updated 45 week of 2026