IT Support Engineer job description

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

RESPONSIBILITIES
- Coordinate a multi-person incident, keep stakeholders informed at a sensible cadence, and decide when to escalate to a major incident.
- Design group structures that other systems can read access from, and clear sprawl by splitting groups that serve two purposes.
- 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.
- Group related tickets into a single problem record and describe the pattern with evidence rather than a guess.
- Track your own tickets against SLA, flag one at risk before it breaches, and explain a breach honestly in the notes.
- Maintain the standard image and its policies, diagnose why a device is drifting from it, and provision non-standard requests safely.

REQUIREMENTS
- Experience at the IT Support Technician level (level 1 of 5) or equivalent
- Holds CompTIA A+

REQUIRED SKILLS
Service Desk
- Ticket Triage and Prioritization — 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.
- User Communication and Service Experience — You can handle an upset user by agreeing a realistic update time with them, and keep to it until the ticket closes.

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 a missing device, applying policy as written and asking before any exception.
- Patch and Update Management — You can run the update cycle to an agreed schedule and chase the machines that missed it, rolling back a bad update when needed.
- 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.
- Endpoint Security Operations — You can confirm encryption and agent health across a group of devices, and escalate a reported phishing email to the security team with the original message attached.

Identity & Access
- Identity and Account Lifecycle Management — You can handle a contractor or same-day departure by adapting the checklist, and find an account the standard process missed.
- Access Reviews and Permission Audits — You can run a scheduled access review for an assigned system, and remove access only after the owner has confirmed it.
- Directory and Group Management — You can design group structures that other systems can read access from, and clear sprawl by splitting groups that serve two purposes.
- Password and Multi-Factor Authentication Support — You can find why an account keeps locking or a factor keeps failing and fix the cause, and stop a social engineering attempt made through a reset request.

Infrastructure
- Network 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 were given, and restore a file a user deleted.
- IT Asset and License Management — You can keep the asset register accurate through day-to-day changes, and flag a license that is close to its limit or renewal.
- Backup and Data Recovery Support — You can fix a failed backup job, and restore a mailbox or folder to a point in time that you confirm is readable.

IT Operations
- Knowledge Base and User Enablement — You can write a knowledge base article from scratch for an issue you resolved, so a user can follow it without help.
- 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, checking each figure against the previous period before it goes out.
- IT Shift Handover and Escalation Management — You can hand over an active incident so the next person continues without re-reading everything, and escalate on the criteria you were given.
- IT Operations Planning and Capacity — You can gather and keep current the figures a plan rests on, such as headcount, license counts and device ages, for a senior to turn into the plan.
- IT Change Management — You can document a routine change request with its impact and rollback plan, and carry out the change once it is approved.

Delivery
- Project Management — You can organize a small piece of work into steps, put them in a sensible order, and finish it by the date you agreed, raising problems before they cause a delay.
- Planning & Estimation — You can estimate your own work with reasonable accuracy and keep 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 accountable for it, including the parts nobody enjoys.
- Quality Focus — You can define what good enough means for a project, put checks in place to show it has been met, and hold work back when it falls short.

Craft
- Problem Solving — You can break a large, ambiguous problem into pieces and weigh the options for each against the evidence.
- Domain Expertise — You can work confidently with the tools and methods 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.
- Writing & Documentation — You can write for a defined audience, whether a proposal, a policy, a report, 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 frequency that suits them.

Leadership
- Leadership — You can spot a problem and propose a way forward unprompted, and you take a small leading role such as running a working group.
- Mentoring — You can help someone new settle into 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)