IT Support Engineer - Level 1/2

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. uk delivers wireless surveys, network design and troubleshooting using professional tools, including Ekahau and the Sidekick 2.

• EduIT. uk 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 WiFiSurvey. uk 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 and secure device onboarding.

• Support 3CX systems, handsets, headsets and softphones.

Education IT

• Support school staff with devices, Microsoft 365, classroom technology and connectivity.

• Assist with deployments, replacements and maintenance, including school holiday projects.

• Communicate clearly with staff and understand the impact of faults on lessons.

• Follow school safeguarding, visitor and information-handling procedures.

• Contribute to EduIT. uk projects that improve school IT.

Security and documentation

• Follow security procedures and verify identities before resetting passwords or changing access.

• Escalate suspicious emails, unusual account activity and potential security incidents promptly.

• Assist with endpoint protection, patching and backup alert checks.

• Maintain asset records, support notes and documentation in Autotask and IT Glue.

• Contribute troubleshooting guides and suggest improvements.

• Protect client confidentiality and follow onsite policies.

Essential skills and experience

• Experience in IT helpdesk, desktop support or a similar role.

• Good knowledge of Windows and Microsoft 365.

• Experience troubleshooting hardware, software, printers and peripherals.

• Understanding of IP addressing, DNS, DHCP and Wi-Fi.

• Familiarity with accounts, permissions and Active Directory or Microsoft Entra ID.

• Logical troubleshooting, good organisation and confidence to ask for help.

• Clear communication, patience and a helpful approach to users of all technical abilities.

• Ability to balance priorities and maintain accurate records.

• Willingness and ability to travel to client sites.

• Interest in cloud services, wireless networking or education IT.

Desirable

• MSP or school IT experience.

• Exposure to Intune, Autopilot, Entra ID or Windows Server.

• Business Wi-Fi and switching experience, including Ruckus, Cambium, Ekahau or site surveys.

• Familiarity with Autotask, IT Glue, endpoint security, Microsoft 365 backup or 3CX.

• Basic PowerShell skills.

• CompTIA A+, Network+, Microsoft certifications or equivalent practical experience.

Specialist survey experience is welcome but not essential. Curiosity, a practical approach and willingness to learn matter.

Development and success

Build your skills across Microsoft 365, cloud management, cyber security, networking and telephony, taking on more responsibility as you progress. WiFiSurvey. uk offers experience in surveys, troubleshooting, design and installation; EduIT. uk offers opportunities in school support, device management and education projects.

Success means approachable service, effective resolutions, clear updates, accurate records and sound judgement about when to escalate.

How to apply

Send your CV to us and a short covering statement outlining your experience and the areas you would like to develop.

We welcome applications from all backgrounds.