IT Engineer

- Troubleshoot and resolve incidents, major incidents, problems, and service requests, providing regular updates to the end user. - Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures. - Act as the first point of escalation for 1st and 2nd line support engineers. - Own, monitor, and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager. - Work closely with the IT Service Desk Manager to define and improve processes, implementing Service Improvement Plans. - Deputize for the IT Service Desk Manager when required, managing incidents and requests, ensuring resources are focused on the highest priority tasks. - Liaise with the Infrastructure team on infrastructure problems, defining and agreeing on remediation and/or improvement plans. - Liaise with the Software and Applications team on application problems, defining and agreeing on remediation and/or improvement plans. - Manage and remediate Cyber and Infrastructure Priority 1 incidents. - Configure and maintain user permissions on SharePoint or file servers. - Create and build the knowledge base, sharing knowledge across the service desk and wider IT team. - Identify, recommend, and amend inefficient work tasks and processes to improve efficiency. - Package applications for distribution through InTune or Microsoft System Centre. - Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD). - Provide support for printers, both hardware and software. - Configure devices such as laptops, mobile phones, and tablets. - Manage mobile device configurations in Jamf or InTune. - Support web filtering and connectivity/hardware in remote sites, conducting remote site diagnostics. - Manage server environments and support cloud telephone systems to ensure smooth operations. - Support networking equipment such as routers and switches (Cisco Meraki & Unifi).