IT Support Engineer

An established IT services provider delivering technical support and infrastructure solutions to small and medium-sized businesses. The organisation offers a collaborative working environment where knowledge sharing, continuous development and customer service are valued. The successful candidate will join a technical support team responsible for maintaining and improving customers' IT systems, both remotely and on-site.
Job Description for the IT Support Engineer role:
We are recruiting an IT Support Engineer / 2nd & 3rd Line Support Engineer to join a growing IT support team based in Stoke-on-Trent. This is a varied, hands-on role combining office-based technical support with visits to customer sites. The successful candidate will provide advanced technical support, troubleshoot complex IT issues and help maintain secure, reliable IT infrastructures for a range of business customers.

• Acting as a 2nd and 3rd Line escalation point for technical issues passed on by 1st Line Support.
• Attending customer sites to resolve technical problems, respond to support requests and carry out proactive maintenance.
• As the IT Support Engineer you will be monitoring server and backup systems, investigating alerts and resolving issues where necessary.
• Installing, configuring and maintaining LAN/WAN networks, servers, firewalls and security appliances.
• As the IT Support Engineer you will be administering Microsoft 365, Windows Server, Active Directory, Hyper-V and Azure environments.
• Managing security settings, software updates and patch management to help protect customer systems.
• As the IT Support Engineer you will be troubleshooting hardware, software, networking and system failures, both remotely and on-site.
• Maintaining accurate technical documentation, support tickets and records of repairs and resolutions.
• Working collaboratively with technical colleagues and other departments to ensure effective service delivery.
• Supporting the development of junior engineers and continually building technical knowledge.

Candidate Requirements for the IT Support Engineer role:

• Ideally, a minimum of two years' experience in a 2nd or 3rd Line IT Support position.
• Previous on-site IT support experience, including direct customer interaction and the ability to resolve issues independently.
• Strong practical knowledge of Microsoft 365, Windows Server, Active Directory, Hyper-V and Azure administration.
• Experience supporting servers, backup systems and network infrastructure.
• Good understanding of networking principles, security and patch management.
• Experience using IT ticketing systems and service management tools.
• Familiarity with ITIL practices would be beneficial.
• Knowledge of 3CX VoIP systems would be an advantage.
• Excellent communication, customer service and problem-solving skills.
• A proactive approach, with the ability to work independently and as part of a team.
• A full UK driving licence and willingness to travel to customer sites.

This role would suit candidates with the following experience: Senior IT Support Engineer, 2nd Line Support Engineer, 3rd Line Support Engineer, Field Service Engineer (IT), IT Infrastructure Engineer, Systems Administrator or Technical Support Engineer, particularly those with experience supporting Microsoft environments, servers, networking infrastructure and business customers on-site.
This role is commutable from: Stoke-on-Trent, Longton, Newcastle-under-Lyme, Fenton, Hanley, Burslem, Cheadle, Stone, Stafford, Crewe, Leek, Stone, Stafford, Longton and surrounding areas.
Hours: Monday - Thursday 8:30 am 5.30 pm / Friday 8:30 am 5:00 pm
Salary: £31,000 Per Annum
Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region.