We are expanding our IT Team in Wakefield or London and are looking for a service driven, IT Administrator.
Main Purpose of the Role
We are seeking a proactive and customer‐focused IT Support Engineer to join our IT Customer Support team, providing high‐quality technical support to more than 700 users across multiple locations. This role is central to ensuring the smooth day‐to‐day running of our IT environment and will involve working closely with IT Managers, 1st Line Technicians, Infrastructure teams and wider business stakeholders.
As a 2nd Line specialist, you will act as an escalation point for more complex issues, taking ownership of incidents, delivering solutions efficiently, and ensuring a consistently high standard of service. Your work will contribute directly to improving user experience, maintaining system stability, and supporting ongoing IT improvements across the organisation.
Main Duties and Responsibilities
User IT Assistance (2nd Line Support)
You will provide technical support for escalated desktop, application, and hardware incidents, resolving issues that go beyond 1st Line capabilities. This includes diagnosing faults related to Windows operating systems, Microsoft 365 applications, laptops, desktops, mobile devices, printers, and peripheral equipment. You will ensure issues are investigated thoroughly, root causes are identified, and long‐term solutions are implemented where possible.
IT Request & Incident Management
A key part of the role is managing support tickets end‐to‐end. You will maintain accurate records of all interactions through the IT service desk system, ensuring requests are acknowledged promptly, updated regularly, and resolved within SLA targets. You will also keep users informed throughout, ensuring they are satisfied with both the outcome and the service they receive.
Onboarding & User Lifecycle Management
You will be responsible for preparing and configuring equipment for new starters, including building and imaging devices, creating user accounts, assigning permissions, and ensuring access to relevant systems. You will also contribute to smooth offboarding, ensuring accounts are deactivated correctly and assets are recovered.
Technical Administration & Systems Support
The role includes hands‐on administration of user accounts across systems such as Microsoft 365, Active Directory, and collaboration tools. You may also assist with troubleshooting network connectivity, VPN access, shared drives, permissions, and authentication issues, supporting the wider IT Operations team where required.
Relationship Management & Communication
Strong working relationships are essential. You will collaborate closely with colleagues, third‐party suppliers and internal teams to resolve technical issues efficiently. Your ability to communicate technical information clearly and courteously will help ensure positive experiences for both technical and non‐technical users.
IT Asset & Inventory Management
You will maintain an accurate inventory of IT hardware and software licences, ensuring stock levels are monitored and equipment is tracked throughout its lifecycle. This supports budgeting, compliance and future planning across the IT team.
Knowledgebase, Documentation & Continuous Improvement
As part of your role, you will contribute to maintaining and enhancing internal documentation. This includes updating knowledgebase articles, user guides and FAQs to support both the IT team and end‐users. You will also help identify opportunities to improve processes, reduce recurring issues and enhance service quality.
Project Support & Operational Improvements
When required, you will assist with IT projects such as device rollouts, software deployments, upgrades or system enhancements. You will work alongside senior IT colleagues to support testing, implementation and user communication, ensuring minimal disruption to the business.
Qualifications, Experience & Skills
Essential:
* Relevant degree relating to IT support or time served equivalent.
* Credible IT support experience at 1st and/or 2nd level.
* Windows 11.
* Excellent interpersonal and communication skills.
* Windows Server Administration (Active Directory, Exchange, Intune).
* Network troubleshooting skills, LAN, WAN, Wi‐fi, TCP, IP.
* Excellent troubleshooting skills in both hardware and software issues.
* VPN troubleshooting.
* Driving Licence is essential for the role.
Preferred:
* Any IT certifications.
* HP laptop troubleshooting.
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