IT Support Engineer job description

IT support — IT Support Engineer
Owns second-line fixes and routine requests unaided.

REQUIRED SKILLS
Service Desk
- Ticket Triage and Prioritisation — You can triage a backlog under pressure, spot the ticket that is actually a symptom of a bigger issue, and push back on a mis-set priority.
- Service Restoration Coordination — You can coordinate a multi-person incident, keep stakeholders informed at a sensible cadence, and decide when to escalate to a major incident.
- IT Problem Investigation and Trend Analysis — You can group related tickets into a single problem record and describe the pattern with evidence rather than a guess.
- Service Level Management — You can track your own tickets against SLA, flag one at risk before it breaches, and explain a breach honestly in the notes.

Endpoint Support
- Endpoint Provisioning and Configuration — You can maintain the standard image and its policies, diagnose why a device is drifting from it, and provision non-standard requests safely.
- Remote Troubleshooting and Diagnostics — You can diagnose an intermittent or unusual remote fault that has already defeated a first attempt, using logs and remote diagnostics.
- Mobile Device Management — You can assign the configuration and app profiles a device needs, and lock or wipe one that has gone missing. You apply the policy as written and ask before making an exception for a user who pushes.
- Patch and Update Management — You can run the update cycle to an agreed schedule, chase the machines that missed it and roll a bad update back. You flag an update that will disrupt people rather than shipping it quietly.
- Print and Peripheral Support — You can diagnose a peripheral fault end to end, through drivers, print servers and stubborn docking stations, and get the user working without a rebuild. You notice when the same model keeps failing and deal with the cause.

Identity & Access
- Identity and Account Lifecycle Management — You can manage lifecycle actions across multiple directories and systems, and spot an account that was missed by the standard process.
- Onboarding and Offboarding Coordination — You can handle a non-standard case, such as a contractor or a same-day departure, and adapt the checklist without dropping a control.
- Access Reviews and Permission Audits — You can run a scheduled access review for a system you have been given, chase the managers who owe an answer and record what they decide. You remove access only once the owner has confirmed it.
- Directory and Group Management — You can design group structures other systems can safely read access from, and clear out the sprawl that has built up. You spot when one group is being used for two different purposes and split it.
- Password and Multi-Factor Authentication Support — You can work out why an account keeps locking or a factor keeps failing and fix the cause rather than only restoring access. You recognise a social engineering attempt in a reset request and stop it.

Infrastructure
- Network Fundamentals and Connectivity Support — You can diagnose common connectivity faults, such as DNS, DHCP or VPN issues, using built-in tools, and fix them or escalate with clear findings.
- SaaS Application Administration — You can administer a SaaS application independently, including permissions, groups and routine configuration changes.
- Cloud Storage and File Sharing Administration — You can manage drive permissions and external sharing links to the rules you have been given, and restore a file a user deleted. You raise an over-shared folder instead of quietly narrowing it yourself.
- IT Asset and Licence Management — You can keep the asset register accurate through day-to-day changes, and flag a licence that is close to its limit or renewal.
- Backup and Data Recovery Support — You can investigate a failed backup job and get it running again, and restore a mailbox or a folder to a point in time. You confirm the restored data is actually readable before you close the ticket.

IT Operations
- Knowledge Base Authoring — You can write a clear knowledge base article from scratch for an issue you resolved, without needing it rewritten by someone else.
- IT Vendor and Contract Coordination — You can raise a support case with a supplier, give them the detail they need and chase it to a resolution. Someone senior handles anything that touches cost or the terms of the contract.
- IT Operations Reporting and Metrics — You can produce the standard ticket and asset reports on schedule and check the figures look sane before they go out. Someone senior explains what the numbers mean.
- IT Shift Handover and Escalation Management — You can hand over an active incident so the next person carries it on without re-reading everything, and you escalate on the criteria you have been given. You say plainly what you tried and what you did not.
- IT Operations Planning and Capacity — You can gather the figures a plan rests on, such as headcount, licence counts and how old the devices are, and keep them current. Someone senior turns them into the plan itself.

Delivery
- Project Management — You can break a small piece of work into tasks, sequence them, and run it to a date you agreed, escalating risks before they become slips.
- Planning & Estimation — You can estimate your own tasks with reasonable accuracy and deliver at a steady enough pace that other people can plan around you.
- Ownership & Accountability — You can pick up a problem that has no obvious owner and make yourself the accountable party for it, including the parts nobody enjoys.
- Quality Focus — You can define what good enough means for a project, put the checks in place to prove it, and hold back a release that misses the bar.

Craft
- Problem Solving — You can break a large, ambiguous problem into tractable pieces, weigh the options against evidence, and explain the tradeoff you chose.
- Domain Expertise — You can work confidently across the systems and tools your team uses daily, and you can explain how your work serves the team's goals.
- Continuous Learning — You can pick up an unfamiliar area fast enough to be useful in it, and you turn what you learned into something others can reuse.

Communication
- Communication — You can explain a complex topic to people with very different backgrounds, adjusting the detail to the audience without talking down to them.
- Collaboration — You can build working relationships beyond your own team and get things done through people who do not report to you.
- Technical Writing — You can write for a defined audience, whether a proposal, a runbook, or a decision record, and make the reasoning as clear as the conclusion.
- Stakeholder Management — You can identify who is affected by your work and keep them updated at a level of detail and a cadence that suits them.

Leadership
- Leadership — You can identify a problem and propose a way forward unprompted, and you take a small leading role such as running a working group.
- Mentoring — You can onboard someone onto your team's work, answer their questions patiently, and give feedback specific enough to act on.
- Strategic Thinking — You can connect your team's work to its goals and question a task that does not appear to serve them.

REQUIRED CERTIFICATIONS
- CompTIA A+ (required from IT Support Engineer)