Information Technology Support Engineer

Salary: £55,000 - 70,000 per year

Requirements:

• We need someone who can work under pressure.
• We need excellent customer service skills.
• We need excellent communication skills.
• We need a logical and methodical approach to troubleshooting.

Responsibilities:

• We provide triage, first-line support, and escalation of helpdesk tickets for end customers while adhering to SLAs.
• We provide incident management and stakeholder-facing communication for customers, including leading a multi-manned P1 bridge line.
• We proactively manage and monitor ticket queues to ensure compliance with customer SLAs.
• We ensure all case-related documentation is clear, concise, and consistently updated in the helpdesk ticketing system.
• We handle monitoring alerts following defined knowledge base processes.
• We continuously update end customers on the status of their issues.
• We participate in customer calls and keep customers informed of escalations or issues.
• We assist with basic building security and management when starting or finishing outside core business hours.

Technologies:

• Incident Management
• Support
• Security
• REST
• Web

More:

We are a fast-growing SME IT services provider based in Hampshire, offering an excellent opportunity to expand your IT skills with training opportunities and support from a great team. We provide commercial 24x7 triage, 1st and 2nd line technical support on company and client systems, as well as on third-party vendor products. Our clients include a range of IT vendors and resellers for whom we provide in-sourced skills and services. The role is hybrid, based in New Alresford, with a 24x7 emergency response rota of 6 days on and 4 days off, including early, late, and night shifts. The position offers a salary of £25-28k plus on-call and shift allowances.

last updated 39 week of 2026