Professional IT Support Engineer (Tier 1 & 2)

About the role

The IT Infrastructure Support Engineer Tier 1 & 2 provides technical support across the EMEA North Cluster, covering Service Desk, Site Support and Infrastructure Run activities. The role combines first-line user support with second-line technical and infrastructure support, handling incidents and service requests in line with agreed SLAs, ITIL practices and global IT standards.

Key responsibilities

• Deliver IT Infra Run services across the EMEA North Cluster, including Service Desk, Site Support and Network Run.
• Provide Tier 1 and Tier 2 support for user-focused and infrastructure-focused issues.
• Progress incidents and service requests within agreed SLAs and operational targets, following ITIL processes and ITSM guidance.
• Act as a technical escalation point and escalate issues to specialist teams where required.
• Maintain clear communication with end users and technical teams, and collaborate with IT teams across EMEA.
• Support infrastructure services, asset deployment and Standard Operating Procedures, and help deploy, maintain and manage end-user devices and IT assets.
• Build relationships with business stakeholders and contribute to continuous service improvement.
• Create and maintain technical documentation, knowledge articles and SOPs.
• Provide onsite IT support across North Cluster locations where required.

Required profile

• Minimum 2 years' experience in an IT Service Desk, Desktop Support, Site Support or similar environment.
• Strong troubleshooting, customer service and communication skills, with the ability to prioritise workload and work independently in a regional and global IT environment.
• Desirable: full UK driving licence due to travel between sites.

Required skills

• Windows 10/11, Microsoft 365, Active Directory and/or Entra ID.
• Networking basics: TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN.
• ITIL principles and ITSM processes.
• ServiceNow for ticketing and queue management.
• Endpoint management tools such as Intune, SCCM/MECM, Autopilot and device deployment.
• Incident, request, knowledge and problem management, including SLA adherence and escalation.
• Security controls such as MFA, BitLocker and endpoint security.
• Desirable: ITIL Foundation certification, Teams Voice or Teams Rooms support, PowerShell scripting, Azure and cloud administration, infrastructure monitoring and alerting.