Severnside Software Lrd.

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IT Support Engineer

£18,000 - £26,000 p/a

Duties and Responsibilities

  • Provide excellent and effective customer service at all times
  • Provide 2nd line support for incoming service requests, utilising the help desk ticketing system
  • Contribute to procedure and policies within the IT department and maintain current procedures and policies
  • Diagnose and resolve technical issues in accordance with customer SLA targets
  • Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times
  • Escalate IT issues to the IT Service Delivery Manager where necessary
  • Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations
  • Ensure correct ticket information is maintained at all times
  • Assist on Project work as and when required
  • Provide coaching on technical skills and processes to other staff
  • Ensure that your timesheet is updated accurately and promptly
  • Perform miscellaneous job-related duties as assigned by the IT Service Delivery Manager
  • Provide assistance and support to colleagues in IT-related matters


  • Will have over 2 years’ experience working in an IT support environment covering a number of different technical areas
  • English Language (written and verbal) to a GCSE level or equivalent.
  • Able to demonstrate good communication skills, written, over the phone and face to face
  • Have at least an IT qualification at entry level or above

For example, GCSE ICT, CompTIA, Microsoft certification, BTEC or similar.

  • Excellent customer service skills and have previous experience in providing customer service
  • Experience in troubleshooting Microsoft environments
  • Willingness to learn new skills in a fast-paced environment
  • Comfortable working within a team or on own initiative
  • Provide excellent documentation skills
  • Excellent working knowledge of windows server 2003/2008/2012/2016
  • Excellent working knowledge of windows 7/8/10
  • Excellent working knowledge of Office 2003/2010/2013/2016/365
  • Exchange server 2003/2007/2010/2013/2016/365 administration
  • Good working knowledge of Mac and Linux systems desirable
  • Good working knowledge of networking LAN, WAN, Firewall, Routers, DHCP, DNS
  • Backup configuration and maintenance experience
  • Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software

Working Conditions

Working Conditions

  • The role will be office based with regular visits to customer sites (Full Driving Licence Required)
  • On occasions you will be required to work extra hours to meet deadlines, as required and where reasonable, this can include overnight stays and weekends.

Physical requirements

Physical requirements

The job requires that the engineer is able to lift and move typical IT equipment (PC’s, Laptops and Printers) from floor to desk regularly. Long periods of working in front of a VDU with regular breaks is common. Occasionally you may be required to travel long journeys to support the customer

Job Type: Full-time

Salary: £18,000.00 to £26,000.00 /year


  • working in an IT support environment: 2 years (Required)


  • GCSE or equivalent (Required)


  • Full UK Driving Licence (Required)