IT Support Engineer – Hybrid (Birmingham)

About the role

This 6‑month fixed‑term position supports end‑user computing across the UK. You will provide first‑line and some second‑line assistance for hardware, Microsoft 365, access management and other EUC services, using ServiceNow to log and resolve tickets. The role follows a hybrid model with two days on‑site after an initial onboarding period.

Key responsibilities

• Deliver first‑line and limited second‑line support for desktops, laptops, peripherals and software.
• Log, manage and resolve incidents and service requests in ServiceNow within SLA targets.
• Support Microsoft 365 applications and user access issues.
• Provide face‑to‑face assistance for on‑site users when required.
• Escalate complex problems to internal technical teams or offshore support.
• Maintain accurate documentation of issues, resolutions and updates.
• Assist with user onboarding, account setup and access provisioning.

Required profile

• Experience in a 1st‑line or 2nd‑line IT support / Service Desk environment.
• Strong knowledge of Microsoft 365 administration and user support.
• Familiarity with ServiceNow or similar ITSM ticketing systems.
• Understanding of Active Directory / Entra ID (desirable).
• Exposure to Azure or other cloud environments (desirable).
• Experience working in a regulated or controlled environment is a plus.

Required skills

• M365 administration
• ServiceNow ticketing
• Hardware troubleshooting
• Desktop and peripheral support
• Active Directory / Entra ID
• Azure (basic)

What we offer

• Hybrid working – two days per week on site.
• Competitive salary up to £35,000 per year (pro‑rated for the contract).
• 6‑month fixed‑term contract with potential for extension.
• Opportunity to work with a supportive UK and offshore IT team.