User Support Engineer

IT User Support Engineer
160 Per Day, Inside IR35
Cardiff
Hybrid
3-Month Contract
Your new role
We are looking for a customer-focused User Support Engineer to provide first-line technical support to internal users. You will act as the first point of contact for IT queries, diagnosing and resolving a broad range of hardware, software and account-related issues.
Key Responsibilities:

• Act as the first point of contact for internal IT support queries.
• Log, categorise and prioritise incidents and service requests in line with agreed SLAs.
• Diagnose, troubleshoot and resolve first-line hardware and software issues.
• Provide account administration and user support within Active Directory.
• Support users across Microsoft 365, Windows 11 and Microsoft Teams.
• Provide assistance with laptops, desktops, iPads, smartphones and other end-user devices.
• Support Microsoft Teams and associated telephony systems.
• Escalate more complex technical issues to the appropriate IT teams where required.
• Maintain and improve the internal IT knowledge base.
• Provide guidance and training to users on IT systems and applications.
• Contribute towards continual service improvement, identifying opportunities to improve the user experience and IT support processes.

What you'll need to succeed

• Previous experience within an IT Support, Service Desk, Helpdesk or User Support environment.
• Strong customer service and communication skills.
• Experience supporting Microsoft 365 / Office 365 applications.
• Good working knowledge of Windows 11.
• Experience supporting Apple devices, including iPads.
• Knowledge of Active Directory, including basic account administration.
• Experience troubleshooting hardware and software issues.
• Exposure to Microsoft Teams and telephony systems.
• An understanding or experience of Microsoft Copilot would be beneficial.
• A basic understanding of the Welsh language would be advantageous.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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