IT Support Engineer

Location: Cardiff Gate (2-3 days p/week in the office)
Hours: 35 hours per week (shift pattern between 8:00am 5:00pm)

An established UK organisation is looking for an IT Support Operator to join its IT Service Desk team.

You ll provide first-line technical support to internal users, ensuring IT systems run effectively and colleagues receive reliable, professional assistance. This role sits within a collaborative IT function and involves working closely with infrastructure, applications and security teams to maintain smooth day-to-day operations.

• Deliver first-line IT support via phone, email, self-service portal and Microsoft Teams

• Log, manage and resolve incidents and service requests through an ITSM system

• Troubleshoot hardware, software and access-related issues

• Support Microsoft 365 applications and Windows 11 environments

• Configure and maintain laptops, mobile devices and peripherals

• Create and manage user accounts and permissions (Active Directory / M365)

• Escalate complex incidents to specialist IT teams where required

• Maintain accurate ticket documentation and update knowledge articles

• Promote IT security best practice and support users with guidance

• Assist with device deployments, project work and occasional organisational events

• Windows 11

• Microsoft 365

• Active Directory

• SCCM

• Microsoft Endpoint Manager / Intune

• Android devices

• Remote support tools

• Experience working in an IT Service Desk or technical support role

• Strong customer service and communication skills

• Comfortable supporting non-technical users

• Good troubleshooting and problem-solving ability

• Able to manage multiple priorities in a busy support environment

• Understanding of IT security and data protection principles

• 35-hour working week with shifts between 8am and 5pm

• Hybrid role but may be 5 days p/week intially in Cardiff

• Occasional UK travel and overnight stays may be required