IT Support Engineer - Level 1/2
Elmdale IT Services Limited · Aldermaston, England ·
IT Support Engineer – Level 1/2 Elmdale IT Services Limited Location: Reading, office based with client site visits Salary: Dependent on experience Hours: 09:00–17:30 Reporting to: Helpdesk Manager / Director of Operations About Elmdale We provide managed IT support, cloud services, cyber security, networking and communications to businesses, schools and charities, keeping their systems secure, reliable and easy to use.
Our specialist brands offer further opportunities: WifiSurvey delivers wireless surveys, network design and troubleshooting using professional tools, including Ekahau and the Sidekick 2. EduIT supports schools with technical support, Microsoft 365, device management, secure connectivity and long-term IT planning.
We are looking for a friendly, practical engineer with a solid grounding in IT support who wants to develop within a managed service provider. The role Provide first and second line support remotely and onsite, resolve everyday issues, investigate complex faults and assist with installations and maintenance.
You will own tickets, keep clients informed and work with senior engineers when specialist help is needed. Alongside helpdesk duties, you will assist with client installations, school projects and wireless networking work.
Key responsibilities IT support and customer service Support users by telephone, email, remote access and onsite visits. Log, prioritise and manage tickets in Autotask, working towards agreed response and resolution targets.
Troubleshoot Windows devices, Microsoft 365, applications, printers and connectivity. Explain issues clearly, keep users updated and escalate with details of the fault, impact and troubleshooting completed. Check that solutions work and record accurate resolution notes.
Microsoft 365 and devices Support Outlook, Teams, SharePoint, OneDrive and other Microsoft 365 services. Complete authorised onboarding and offboarding, including accounts, licences, permissions and access removal. Help users with multifactor authentication, password resets and account access.
Configure and deploy computers, including devices managed through Intune and Windows Autopilot. Support Windows Server and Active Directory where required. Install approved applications, updates and peripherals. Wi-Fi, networking and communications Diagnose wired and wireless issues, including poor coverage, slow speeds and intermittent access.
Troubleshoot basic TCP/IP, DNS, DHCP and VPN problems. Assist with installing, configuring and testing switches and access points. Support WiFi Survey projects through site visits, survey preparation, equipment checks, recording findings and post-installation testing.
Develop survey skills using Ekahau and the Sidekick 2, and learn about Ruckus, Cambium, guest access a...