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Salary: Up to £27K (DOE)

Job types: Full-time, Permanent

Work remotely: No

IT Support Engineer

Job description

We are recruiting an IT Support Engineer to join our award-winning and market-leading MSP based in Frome, Somerset.

Our Service Engineers provide excellent technical expertise, a one-touch resolution to incidents where we can truly care about our clients and want to help them get back to their role as efficiently as possible.

Dealing with incidents or changes reported by phone, chat or email, escalations from the Service Engineers, completing proactive maintenance tasks and assisting the Technical Manager in identifying areas to improve our systems and service quality.

The successful candidate will receive the training, support and certifications required to ensure you stay ahead of emerging technologies, enabling you to provide exceptional customer service and fully support your clients as their businesses grow.


As an IT Support Engineer your main role and responsibilities will include:

  • Providing excellent customer experience, through technical issue resolution, and customer service
  • Recording incoming support requests and maintaining detailed, accurate notes and time records
  • Referencing and updating client documentation and user guides
  • Troubleshooting and resolving issues from escalations
  • Carrying out on-site work as required; troubleshooting, infrastructure installation, hardware refresh and other projects

To be considered for this role you must have:

  • Professional IT Service Desk experience
  • Excellent customer service, customer-facing and problem-solving skills
  • Organisational, time management and documentation skills, preferably with experience of logging time

Technical skills desired:

Qualifications (preferable, not essential):
  • Windows Server including; ADDS, DHCP, DNS, File Services, RDS, IIS, plus server hardware troubleshooting
  • Microsoft 365 and Azure administration experience, including PowerShell skills
  • Networking diagnosis, including; ADSL, VOIP, VLAN
  • Firewall/UTM management experience
  • Mac/Linux troubleshooting experience
  • Virtualisation platforms experience
  • Backup and DR experience
  • Backup and DR experience
  • Cyber Security awareness and remediation skills are desirable
  • Experience of working within ITIL or SDI frameworks is desirable
  • CompTIA-A+, N+
  • Microsoft Associate Level (Infrastructure or Cloud technologies)

Benefits include:

  • 21 days holiday, plus bank holidays - minimum
  • Career development and training plans for all team members
  • Dog-friendly office
  • Private healthcare after 2 years of service
  • Subsidised 24/7 gym membership
  • Team social activities
  • Breakout areas with free tea, coffee, snacks and video games
  • Employee celebrations
  • Free work wear and onsite parking

With a Mission of ‘Growth Through Technology’, we follow a methodology focused on delivering strategic outcomes for our clients rather than just managing technology. We work in partnership with our clients to provide proactive solutions rather than continuously fire-fighting problems. As a result, our employees enjoy the combination of varied work and strategic influence.

Established in 2001, Netitude is ranked in the top 501 MSPs in the world. Our expansion and success have been achieved through a reputation for excellence. We have utilised this approach to take the challenges for our clients and employees head-on throughout recent global events. Never standing still, we have restructured our service offering and adapted to new working norms, providing further benefits and career opportunities for our team.

Our core values are embedded in everything we do; Own It, Nurture & Care, Be Brave, Innovate. We have retained a supportive and caring culture by living these values, relish in passionate teamwork, and celebrate our success together. As a result, we have won Employer of the Month awards and were finalists for Employer of the year.

Netitude's 4.5 star Glassdoor rating