Job Title: IT Support Engineer
Location: Rugby
Salary: £30,000 - £40,000, dependent on experience

We are recruiting for a IT Support Engineer for an established software house based in Rugby. This mid-level role is perfect for someone experienced in ITIL service desk management, with a strong background in supporting a mix of internal and external users.

Key Responsibilities:

• Manage and prioritise incoming support requests, ensuring efficient handling of incidents and service requests.
• Escalate issues appropriately and coordinate with team members to ensure resolution.
• Provide application support and ensure that all incidents are resolved within agreed service levels.
• Work closely with internal teams to manage the flow of support tasks, avoiding escalation to senior management.
• Analyse tickets to determine if sufficient information is provided for resolution or if further details are needed.
• Maintain and support Microsoft Office 365, Azure services such as Active Directory, and basic networking.

Critical Skills and Knowledge:

• Experience with ITIL service desk management in a similar software house environment.
• Strong knowledge of Microsoft Office 365, Azure services, Active Directory, and networking fundamentals.
• Proven ability to manage priorities and escalate issues effectively.
• Experience in application support, with the ability to determine the necessary information to action tickets.
• Excellent communication skills, with the ability to work with both internal and external users.

Qualifications:

• Relevant IT certifications (e.g., ITIL Foundation, Microsoft Certified: Azure Fundamentals) are desirable.

This role offers a competitive salary and the opportunity to develop your skills in a collaborative, software-driven environment. If you have the necessary experience and are ready to make a difference, Click Apply Now to submit your application.