Technical Support – Onsite

About the role

EML is seeking an experienced onsite Technical Support professional to join its Newcastle team. You will provide second‑level assistance, troubleshooting hardware, software and connectivity issues to keep staff productive.

Key responsibilities

• Resolve user‑reported incidents and service requests, logging and tracking each case.
• Facilitate incident management to restore services quickly and implement corrective actions for security incidents.
• Create and maintain knowledge articles, keep hardware/software inventory up to date, and analyse ticket trends.
• Escalate recurring problems to appropriate resolver groups.

Required profile

• 3+ years in IT or technical support within a fast‑paced environment.
• Commitment to helping others and strong problem‑solving attitude.
• ITIL v4 certification is highly advantageous.

Required skills

• Desktop hardware knowledge and experience with standard and customised software.
• Proficiency with remote access tools.
• Troubleshooting VPN, MFA, mobile devices, printers, Windows 11 and O365 applications.
• Working knowledge of SOE, imaging and SCCM.
• Experience provisioning new user accounts and devices.

What we offer

• Hybrid work options for better balance.
• Fitness Passport with discounted gym, pool and fitness facility access.
• Discounts at 350+ retailers via RewardsHub and corporate partners.
• Corporate wellbeing program, including gym and health insurance discounts.
• Comprehensive learning and development, annual incentive scheme and regular salary reviews.