IT Support Engineer

Bristow Holland has an excellent opportunity for an IT Support Engineer to join a dynamic and rapidly growing nationwide organisation based in Stowmarket, with the flexibility to work remotely 50% of the time.

As the IT Support Engineer you will be responsible for providing 1st and 2nd line IT support to the business, resolving technical issues, and ensuring high levels of customer satisfaction. This role involves diagnosing and troubleshooting a variety of IT problems, managing support tickets, and collaborating with other IT teams to ensure timely resolution of issues.

Key Responsibilities:

• Provide 1st and 2nd line IT support for all IT-related issues and requests, including hardware, software, and network troubleshooting.
• Respond to support requests via phone, email, and ticketing system, ensuring prompt and effective resolution.
• Diagnose and resolve technical issues, escalating more complex problems to 3rd line support when necessary.
• Track and manage support tickets, ensuring accurate documentation of issues and resolutions.
• Assist with the setup, configuration, and maintenance of user accounts, hardware, and software.
• Provide excellent customer service, ensuring users are kept informed of progress and solutions.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
• Follow company policies and procedures, including IT security and data protection protocols.

Requirements:

• Proven experience in a similar IT support or service desk role.
• Strong knowledge of Windows operating systems and Microsoft Office Suite.
• Familiarity with network troubleshooting and basic networking concepts.
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
• Strong communication and interpersonal skills, with a customer-focused approach.
• Ability to work independently and as part of a team, managing multiple tasks and priorities.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.