IT Support Engineer - Level 1/2

IT Support Engineer – Level 1/2
Elmdale IT Services Limited
Location: Reading, office based with client site visits
Reporting to: Helpdesk Manager / Director of Operations
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:
• uk delivers wireless surveys, network design and troubleshooting using professional tools, including Ekahau and the Sidekick 2.
• 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.
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.
IT support and customer service
• Support users by telephone, email, remote access and onsite visits.
• Troubleshoot Windows devices, Microsoft 365, applications, printers and connectivity.
• 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.
• Wi-Fi, networking and communications
• Assist with installing, configuring and testing switches and access points.
• 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.
• Education IT
• Support school staff with devices, Microsoft 365, classroom technology and connectivity.
• Assist with deployments, replacements and maintenance, including school holiday projects.
• uk projects that improve school IT.
Escalate suspicious emails, unusual account activity and potential security incidents promptly.
• Maintain asset records, support notes and documentation in Autotask and IT Glue.
• Protect client confidentiality and follow onsite policies.
Experience in IT helpdesk, desktop support or a similar role.
• Good knowledge of Windows and Microsoft 365.
• Experience troubleshooting hardware, software, printers and peripherals.
• Familiarity with accounts, permissions and Active Directory or Microsoft Entra ID.
• Logical troubleshooting, good organisation and confidence to ask for help.
• Willingness and ability to travel to client sites.
• Interest in cloud services, wireless networking or education IT.
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.
• CompTIA A+, Network+, Microsoft certifications or equivalent practical experience.
Specialist survey experience is welcome but not essential. 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.