It Support Engineer

Description:

As an IT Support Engineer, you will be a key member of our EMEA IT Service Desk, supporting approximately 1,000 users across Europe, the Middle East and Asia. Based in Cheltenham, you will help ensure our people stay connected, productive and secure by delivering high‑quality IT support and continually improving our IT services.

Working alongside colleagues across multiple sites and cultures, you will troubleshoot complex technical issues, support day‑to‑day operations, and contribute to projects that modernise and strengthen our IT estate. Your work will directly enable teams delivering critical programmes and solutions.

What You’ll Be Doing
 

• Provide day‑to‑day IT support as part of the EMEA Service Desk, resolving incidents and requests in line with service level agreements
• Support and maintain end‑user devices including laptops, thin clients, printers and mobile devices
• Work with wider IT teams to escalate and resolve end‑to‑end tickets
• Administer joiners, movers and leavers, including laptop builds and mobile device deployment
• Manage IT assets and support hardware refreshes and the implementation of new systems
• Research and recommend new technologies that enhance IT service delivery and user experience
   

What We’re Looking For

Essential experience and skills:
 

• Strong communication and interpersonal skills with a customer‑focused approach
• Experience working within the Microsoft technology stack, including Microsoft 365, Active Directory, Azure and Teams administration
• Solid knowledge of end‑user device technologies and associated software and applications
• Experience using ITSM or ticketing systems in a busy support environment
• Ability to manage multiple priorities and work effectively under pressure
• Confidence working with global technical teams and end users across different cultures
   

Desirable Experience
 

• Experience supporting manufacturing, engineering, development or production environments, including classified systems
• Familiarity with ServiceNow
• Experience with Intune or other MDM solutions, group policy, patch management or PowerShell scripting