IT Support Engineer – Level 1/2

Location: Reading, office-based, with visits to client sites
Salary: Dependent on experience
Hours: 09.00 – 17.30
Reporting to: Helpdesk Manager / Director of Operations

About Elmdale IT Services

Elmdale IT Services provides managed IT support, cloud services, cyber security, networking and communications solutions to businesses, schools and charities. We work closely with our clients to keep their systems secure, reliable and straightforward to use.

Our specialist brands also provide opportunities to develop your skills in wireless networking and education IT:

WiFiSurvey.uk focuses on wireless site surveys, Wi-Fi design and performance troubleshooting. Using professional survey equipment and tools, including Ekahau and the Sidekick 2, we help clients understand their wireless coverage, identify interference and capacity issues, and plan better networks.
EduIT.uk focuses on the IT needs of schools and education settings, bringing together technical support, Microsoft 365, device management, secure connectivity and longer-term technology planning to support teaching and learning.

We are looking for a friendly, practical IT Support Engineer to join our technical team, providing first and second line support remotely and at client sites.

The role

You will help users resolve everyday IT issues, investigate more complex faults and support the installation and maintenance of client systems. You will take ownership of support tickets, keep clients informed and work with senior engineers when specialist assistance is needed.

Alongside helpdesk work, you will have opportunities to assist with client installations, school IT projects and wireless networking work. This role would suit someone with a solid grounding in IT support who wants to develop their skills within a managed service provider.

Key responsibilities

IT support and customer service

Provide first and second line support by telephone, email, remote access and onsite visits.
Log, prioritise and manage tickets through our Autotask service desk.
Troubleshoot issues involving Windows devices, Microsoft 365, applications, printers and connectivity.
Keep users informed of progress, explaining technical issues clearly and professionally.
Work towards agreed response and resolution targets.
Escalate issues with clear details of the fault, its impact and the troubleshooting already completed.
Confirm that solutions work and record accurate resolution notes before closing tickets.

Microsoft 365 and device support

Support Outlook, Teams, SharePoint, OneDrive and other Microsoft 365 services.
Carry out authorised user onboarding and offboarding, including account setup, licences, permissions and access removal.
Assist users with multifactor authentication, password resets and account access.
Configure and deploy laptops and desktops, including devices managed through Microsoft Intune and Windows Autopilot.
Support Windows Server and Active Directory environments where required.
Install approved applications, updates and peripheral devices.

Wi-Fi, networking and communications

Diagnose common wired and wireless connectivity issues, including poor coverage, slow connections and intermittent access.
Troubleshoot basic TCP/IP, DNS, DHCP and VPN problems.
Assist senior engineers with the installation, configuration and testing of switches and wireless access points.
Support WiFiSurvey.uk projects through site visits, survey preparation, equipment checks and accurate recording of findings.
Develop practical survey skills, with opportunities to learn how Ekahau and the Sidekick 2 are used to assess wireless networks.
Assist with post-installation testing and documentation to confirm that networks meet the agreed requirements.
Learn about business and education wireless systems, including Ruckus and Cambium solutions, guest access and secure device onboarding.
Support 3CX telephone systems, handsets, headsets and softphones.

Education IT support

Support school staff with devices, Microsoft 365, classroom technology and connectivity.
Assist with device deployments, replacements and planned maintenance, including work during school holidays.
Communicate clearly with teaching and support staff, taking account of the impact that IT issues have on lessons.
Follow each school’s safeguarding, visitor and information-handling procedures.
Contribute to EduIT.uk projects that improve the reliability, security and usability of school IT.

Security and documentation

Follow agreed security procedures and verify identities before resetting passwords or changing access.
Identify and promptly escalate suspicious emails, unusual account activity and potential security incidents.
Assist with routine checks of endpoint protection, patching and backup alerts.
Maintain accurate asset records, support notes and technical documentation in Autotask and IT Glue.
Contribute troubleshooting guides and suggest improvements to recurring issues.
Handle client information confidentially and follow client policies when working onsite.

Essential skills and experience

Previous experience in an IT helpdesk, desktop support or similar role.
Good working knowledge of Windows and Microsoft 365.
Experience troubleshooting computer hardware, software, printers and peripherals.
Understanding of basic networking, including IP addressing, DNS, DHCP and Wi-Fi.
Familiarity with user accounts, permissions and Active Directory or Microsoft Entra ID.
A logical, organised approach to troubleshooting and a willingness to ask for help when needed.
Strong communication skills, patience and a helpful approach to supporting users with different levels of technical knowledge.
Ability to manage competing priorities and maintain accurate records.
Willingness and ability to travel to client sites.
An interest in developing your skills in cloud services, wireless networking or education IT.

Desirable skills and experience

Experience working for a managed service provider or supporting schools.
Exposure to Intune, Autopilot, Entra ID and Windows Server.
Experience installing or troubleshooting business wireless access points and switches.
Familiarity with Ruckus, Cambium, Ekahau or wireless site surveys.
Familiarity with Autotask, IT Glue or similar support platforms.
Experience with endpoint security, Microsoft 365 backup or 3CX.
Basic PowerShell knowledge.
Relevant qualifications, such as CompTIA A+, Network+ or Microsoft certifications, or equivalent practical experience.

Previous experience with specialist wireless survey tools is welcome, but is not essential. A practical approach, curiosity and willingness to learn are equally valuable.

Development opportunities

You will have opportunities to build your skills across Microsoft 365, cloud management, cyber security, networking and telephony, with increasing responsibility as your experience grows.

Through WiFiSurvey.uk, you could progress towards wireless troubleshooting, site surveying, network design and installation work, learning alongside experienced engineers.

Through EduIT.uk, you could develop specialist experience in supporting schools, managing devices and delivering technology projects that help staff and pupils.

What success looks like

You will provide a professional, approachable service, resolve issues effectively and keep clients informed. Your tickets and documentation will be accurate, you will recognise when to escalate, and you will steadily build the skills needed to take on more complex support and project work.