Support Engineer

Support Engineer

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Support Engineer · Luton, UK

We’re looking for a proactive Support Engineer to join a growing Customer Success team, acting as the technical front line for customers using critical evidence capture solutions in public sector environments.

The Role

You’ll provide 1st and 2nd line support across software, hardware, and networking, working closely with internal teams to keep systems running reliably. This is a hands-on, varied role covering cloud platforms, on-prem environments, and internal IT support.

Key Responsibilities

• Troubleshoot and resolve support tickets within SLAs
• Support cloud and on-prem systems (user access, configuration, diagnostics)
• Assist with Linux servers, databases, and networking issues
• Maintain accurate documentation and knowledge base content
• Provide internal IT support (devices, Microsoft 365, access)
• Support incident management, including occasional out-of-hours cover
• Attend customer sites when required

About You

• 3–5 years’ experience in IT support (Level 2)
• Strong knowledge of Windows, Microsoft 365, and networking fundamentals
• Basic Linux knowledge and hardware troubleshooting skills
• Clear communicator with a methodical approach xwzovoh
• Comfortable working to SLAs and ticketing systems
• Eligible for UK police vetting (NPPV / SC)

Desirable

• Experience in public sector or regulated environments
• Active Directory / Entra ID knowledge
• Relevant certifications (CompTIA, Microsoft, ITIL)
• Exposure to PostgreSQL, scripting, or hardware diagnostics

Luton-based, with occasional travel and on-call rota for major incidents.