IT Support Engineer / Service Desk Analyst

Salary: £24,000 - 32,000 per year

Requirements:

• Previous customer-facing experience
• Experience supporting Windows Desktop, Microsoft 365 and Active Directory
• Advanced knowledge of the Microsoft suite of products
• Experience using a ticketing system
• Basic understanding of networking, including TCP/IP, firewalls, routers and switches
• Clear communication skills and the ability to explain technical information
• A team-focused approach, ownership of tasks and a proactive attitude to improving processes
• Passion for IT and problem solving
• Desirable: previous experience working within a managed service provider environment
• Desirable: Microsoft 365 Fundamentals
• Desirable: ITIL knowledge or certification
• Desirable: CompTIA IT Fundamentals+ (ITF+)
• Desirable: customer service training

Responsibilities:

• Act as the first point of contact for IT support queries by phone and through a ticketing system, manage multiple tickets and work to agreed SLAs
• Provide first-line remote technical support, troubleshoot issues and escalate when needed
• Manage installations, user account changes and updates
• Complete daily and weekly security, system health and backup checks
• Contribute to and improve the knowledge-base system
• Assist project engineers with a variety of client projects
• Provide customers with basic technical training and guidance
• Contact third-party vendors when required
• Attend client sites when required

Technologies:

• Active Directory
• Support
• ITIL
• Microsoft 365
• Security
• TCP/IP
• Windows
• Office 365

More:

We are recruiting for a full-time, permanent IT Support Engineer / Service Desk Analyst to support managed-service clients across the UK. The role offers varied support and project exposure, working closely with technical colleagues to help clients stay productive and maintain a high standard of service. It is hybrid, based in Taunton, Somerset, with three days in the office and two days from home. The salary is £24,000–£32,000 per annum, depending on experience, plus benefits. Benefits include 25 days holiday plus bank holidays, training and development opportunities, advancement opportunities, a charity or volunteering day, a contributory pension scheme, health and wellbeing support, an employee discount platform, team activities and prizes, and free onsite parking. The role may also include opportunities to work remotely at times.

last updated 40 week of 2026