About this role
Salary: £40,000 - 40,000 per year
Requirements
- Previous experience working in an IT support or service desk environment.
- Good knowledge of Microsoft Windows operating systems.
- Experience troubleshooting hardware, software and networking issues.
- Working knowledge of Microsoft 365, including SharePoint site design and construction.
- Understanding of Active Directory and user/account administration.
- Good understanding of TCP/IP, DNS, DHCP and basic networking concepts.
- Experience using ticketing or service management systems.
- Strong troubleshooting, problem-solving, written and verbal communication skills.
- Ability to prioritise workloads, manage multiple support requests and work independently as well as within a technical team.
- Strong customer service skills, good attention to detail, and an organised, proactive approach with a willingness to learn.
- Ability to explain technical issues clearly to non-technical people and remain calm and professional in challenging situations.
- Full UK driving licence or ability to travel to customer sites when required.
- A background in an MSP or education environment is advantageous.
Responsibilities
- Provide technical support to customers and resolve incidents and service requests within agreed SLAs.
- Troubleshoot hardware, software, networking and connectivity issues.
- Support Microsoft Windows desktops, laptops and applications.
- Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.
- Manage user accounts, permissions and access using Microsoft Entra ID and Active Directory.
- Install, configure and maintain computers, laptops, printers and other IT equipment.
- Troubleshoot network connectivity, Wi-Fi, VPN and basic firewall issues.
- Assist with user onboarding and offboarding.
- Support antivirus, endpoint security, backup and monitoring solutions.
- Maintain accurate documentation and escalate complex issues when appropriate.
- Communicate technical information clearly to technical and non-technical customers.
- Carry out onsite support visits when required.
- Assist with IT projects, upgrades and cloud migrations.
- Take ownership of support tickets from initial diagnosis through to resolution, delivering professional and friendly customer service.
Technologies
- Active Directory
- Cloud
- Firewall
- Hardware
- Support
- Microsoft 365
- Network
- Security
- SharePoint
- TCP/IP
- VPN
- Windows
- Office 365
- DevOps
More
We are a growing, medium-sized IT support company providing technology services to educational establishments and businesses, including IT support, Microsoft 365, cloud services, networking, cybersecurity, backup and infrastructure management. We are seeking an enthusiastic, customer-focused Senior IT Engineer to join our collaborative technical team. The role is based in Cheltenham, is onsite, and includes occasional customer visits; support is delivered remotely, by telephone and onsite. The salary is £30,000–£40,000, based on experience.
We offer a company pension, up to 30 days annual leave plus bank holidays, mileage allowance, training and professional development, support towards relevant Microsoft and industry certifications, and opportunities to progress into senior engineering, project or specialist roles. We provide a friendly, supportive environment with access to experienced engineers and management for guidance, and exposure to a varied range of technologies and customer environments.
last updated 46 week of 2026