IT Support Engineer

This is a hands-on technical support role within a multi-site organisation, offering exposure to a wide range of systems and technologies. While primarily based at the organisation’s South West hub, the role includes remote support for additional UK locations and occasional travel as required.

The successful candidate will be part of a collaborative IT team that works across all infrastructure layers, from desktop and server to networking, cloud, and cybersecurity. This structure enables engineers to broaden their skillset and contribute meaningfully to both operational support and strategic projects.

This position suits a proactive problem-solver with a strong technical foundation and a desire to grow across multiple domains. You’ll be supporting users and systems at 1st, 2nd, and 3rd line levels, working predominantly within a Windows environment, and contributing to both local and group-wide initiatives.

Key Responsibilities

• Provide day-to-day technical support across multiple sites, ensuring incidents, service requests, and maintenance tasks are resolved efficiently and with minimal disruption.
• Monitor and maintain desktop and server environments to ensure high availability and performance.
• Manage backup and restore processes, escalating unresolved issues appropriately.
• Apply operating system patches and updates in line with agreed schedules.
• Maintain accurate documentation, including procedures, policies, and technical configurations.
• Support and deliver IT and business projects, including infrastructure upgrades and cybersecurity initiatives.
• Participate in an out-of-hours on-call rota once fully onboarded and confident in supporting the wider infrastructure.

Technical Expertise

• Minimum 3 years’ experience in a multi-tier support role (1st–3rd line).
• Strong troubleshooting and configuration skills across Windows desktop and server environments.
• Solid understanding of networking fundamentals and Cisco hardware (switches, firewalls).
• Experience with telephony systems (analogue/IP) and mobile device support.

Familiarity with the following technologies and platforms:

• Microsoft 365 (security, administration)
• Microsoft Entra ID
• Active Directory (DNS, DHCP, GPO)
• WSUS, SCCM
• VPN, RDP, remote access tools
• Virtualisation (VMware, Hyper-V), cloud hosting (AWS, Azure)
• Monitoring tools (e.g. PRTG)
• Cybersecurity protocols and tools (AV, MFA, MDM, encryption, filtering, ATP)
• Website hosting and WordPress administration (PHP knowledge desirable)

Desirable Experience

• Exposure to operational environments with 24/7 service demands (e.g. public services, transport, emergency response).
• Experience supporting bespoke or industry-specific applications.
• Ability to follow structured troubleshooting processes and resolve complex technical issues.

Personal Attributes

• Organised and able to prioritise effectively in a fast-paced environment.
• Methodical and detail-oriented, with a pragmatic and customer-focused approach.
• Strong communicator with a collaborative mindset.
• Enthusiastic about continuous learning and professional development.
• Comfortable adapting to change and contributing to team-wide improvements.

Team Culture & Values

• Collaborative working and open communication.
• Commitment to excellent customer service.
• Integrity, trust, and accountability.
• Embracing change and innovation.
• Team spirit and shared ownership of outcomes.

Here at Southern Lights, we strive to create an inclusive environment where every employee feels valued and empowered to contribute fully. Our recruitment practices are designed to ensure that all candidates have an equal opportunity to succeed, regardless of their race, colour, ethnicity, gender, age, sexual orientation, gender identity, disability, religion, or socioeconomic background.