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IT Support Engineer

Location: Darlington

Salary: £23,000 - £28,000

Job Type: Permanent

Job ID: 167204

Our client is a well established legal services company, who due to growth and expansion is looking to recruit an experienced IT Support Engineer.


This person is responsible primarily for providing hands-on and remote technical support to the company's user base and is responsible for the day-to-day operation of the IT and Telecoms infrastructure.

This role will operate on an “on call” support rota for response to system alerts and urgent user support requests from time to time outside of normal working hours.

There will also be a requirement to attend other offices as required from time to time to provide support and to deploy or maintain IT Services.


  • Manage the helpdesk function, as an escalation point and key contact for users, ensuring that users receive appropriate levels of technical support, assistance and training

  • Make a leading contribution towards team objectives, working on group projects

  • Proactively operate, monitor and maintain the company's IT and Telecommunications infrastructure, including security configuration and capacity management

  • Respond to monitoring system warnings and alerts

  • Manage IT assets including hardware, assignment tracking, stock control, mobile device management and software licenses

  • Problem solving, research and diagnostic work to resolve complex issues

  • Purchasing of IT equipment and supplies, contributing during procurement exercises and the selection and evaluation of new technology

  • Ensure all IT procedures are documented and keep IT records up to date

  • Help develop processes to ensure the efficiency and effectiveness of the IT department

  • Meet varied end user requirements, ensuring everyone can work efficiently, providing new MI reports, SQL queries and automated solutions to problems

  • Take a leading role in documentation and IT re-certification work such as information security, business continuity and disaster recovery planning

  • Conduct employee IT induction and refresher policy training courses

  • Ensure data protection compliance, enforce IT policies and access control

  • Train, support and mentor other team members

  • Configure and design workflows and business processes in our main business software system

  • Liaise with and support our developers regarding software issues and changes

  • Conduct user acceptance testing

  • Proactively reduce the support load and recurring incidents by addressing root causes where possible


Essential Requirements

  • Minimum 4 years of commercial experience providing 1st and 2nd line support to business end-users in a heterogenous, primarily Windows, Active Directory environment (also including Mac and Linux) including users of Office, Outlook and Chrome

  • Experience configuring and supporting mobile devices, mainly Android-based

  • Sound technical knowledge and experience of server operating systems and applications, primarily Linux servers but also Windows Server, Active Directory, virtualisation technology, DNS and web applications

  • Sound technical knowledge of IT security tools, networking protocols, software and hardware devices, firewall and VPN configuration, access control, encryption, backups, content filtering, malware and virus defence

  • Knowledge of standards compliance, data protection and corporate/government security concerns (e.g. ISO 27001, PCI, SPF and IL3)

  • Excellent SQL writing skills, with data extraction and report writing experience

  • Ability to correctly and assertively prioritise work, handle a range of different concurrent issues and handle user enquiries efficiently

  • Excellent communication skills with ability to interact with colleagues at all levels



Desirable Requirements

  • Configuration and management of heterogeneous computing devices including iPhones, Macbook Air laptops and tablets and common apps

  • Software development skills

  • A graduate with a degree in a relevant field