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; exposure to Intune, Autopilot, Entra ID or Windows Server; business Wi-Fi and switching experience, including Ruckus, Cambium, Ekahau or site surveys; familiarity with Autotask, IT Glue, endpoint security, Microsoft 365 backup or 3CX; basic PowerShell skills; CompTIA A, Network or Microsoft certifications, or equivalent practical experience.
- Specialist survey experience is welcome but not essential; curiosity, a practical approach and willingness to learn are valued.
Responsibilities
- Provide first- and second-line IT support remotely and onsite, resolving everyday issues, investigating complex faults, and assisting with installations and maintenance.
- Own and manage tickets in Autotask, prioritise work towards agreed response and resolution targets, keep clients informed, and escalate issues with details of the fault, impact and troubleshooting completed.
- Troubleshoot Windows devices, Microsoft 365, applications, printers, peripherals and connectivity; verify solutions and record accurate resolution notes.
- Support Outlook, Teams, SharePoint, OneDrive and other Microsoft 365 services, including authorised onboarding and offboarding, account access, licences, permissions and multifactor authentication.
- Configure and deploy computers, including devices managed through Intune and Windows Autopilot; support Windows Server and Active Directory where required; install approved applications, updates and peripherals.
- Diagnose wired and wireless network issues, troubleshoot basic TCP/IP, DNS, DHCP and VPN problems, and assist with installing, configuring and testing switches and access points.
- Support WiFiSurvey.uk projects through site visits, survey preparation, equipment checks, recording findings and post-installation testing; develop survey skills using Ekahau and the Sidekick 2.
- Support 3CX systems, handsets, headsets and softphones.
- Support school staff with devices, Microsoft 365, classroom technology and connectivity; assist with deployments, replacements and maintenance, including school holiday projects.
- Follow school safeguarding, visitor and information-handling procedures, and communicate the impact of faults on lessons.
- Follow security procedures, verify identities before changing access, promptly escalate suspicious emails or activity, and 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.
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, a managed IT services provider supporting businesses, schools and charities with IT support, cloud services, cyber security, networking and communications. Our specialist brands include WiFiSurvey.uk, which delivers wireless surveys, network design and troubleshooting, and EduIT.uk, which supports schools with technical services and long-term IT planning. This Level 1/2 IT Support Engineer role is based in our Reading office, with client site visits. Hours are 09:00–17:30, the salary depends on experience, and the role reports to the Helpdesk Manager or Director of Operations.
We offer opportunities to build skills across Microsoft 365, cloud management, cyber security, networking and telephony, with potential to take on more responsibility as you progress. Success in the role means providing approachable service, resolving issues effectively, communicating clearly, maintaining accurate records and using sound judgement about when to escalate. To apply, send us your CV and a short covering statement about your experience and development interests. We welcome applications from all backgrounds.
last updated 46 week of 2026