IT Support Engineer

Responsibilities

• Triaging requests and providing 1st and 2nd line support to a growing user base covering Microsoft O365, AWS and other Astroscale systems, escalating 3rd line to Senior Engineers.
• Setting up new, and managing existing, user accounts and access rights utilizing Autopilot builds.
• Installing updates and patches, managing software systems and being proactive.
• Configuring laptop builds and making recommendations for improvements.
• Diagnosing and fixing network problems.
• Intune app packaging for networks.
• Netwrix auditor configuration and management.
• Maintaining inventory systems.
• Managing data backups across our estate.
• Working with the global IT team to optimise support processes.
• Developing training materials for Astroscale users.
• Occasional need to support Astroscale through on-call shifts may be required.
• Creating and maintaining systems documentation across the Astroscale estate.

Requirements

• Great at supporting Microsoft Windows 11.
• Microsoft 365 administration – 2+ years’ experience, including Entra ID, Intune, Exchange, Teams, and SharePoint administration.
• Laptop automation & configuration.
• Customer service focussed.
• Fantastic written & verbal communication and interpersonal skills.
• Proven work experience as an IT Support Engineer.
• Good attention to detail and adherence to standard processes and procedures.
• Ability to think critically and diagnose software and hardware issues.
• Ability to manage your workload, effective in prioritising multiple requests.
• Experience with Intune MDM (Desirable).
• Experience with Microsoft Azure (Desirable).
• Experience with scripting languages such PowerShell (Desirable).
• MacOS management (Desirable).
• Experience with managing Meraki infrastructure (Desirable).
• An interest in cyber security (Desirable).
• Ability to use network diagnosis tools found in Windows/MacOS/Linux (Desirable).
• CompTIA or Microsoft certifications (Desirable).
• Familiarity with working in an ITIL environment (Desirable).

Core Competencies

Demonstrates expertise in Microsoft 365 administration, including Entra ID, Intune, Exchange, Teams, and SharePoint, while providing exceptional IT support and customer service. Proficient in diagnosing and resolving software and hardware issues, with a strong focus on network management and user account administration.

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