IT Support Engineer

IT Support Operator Location: Cardiff Gate (2-3 days p/week in the office) Hours: 35 hours per week (shift pattern between 8:00am – 5:00pm) The Role An established UK organisation is looking for an IT Support Operator to join its IT Service Desk team. You’ll provide first-line technical support to internal users, ensuring IT systems run effectively and colleagues receive reliable, professional assistance. This role sits within a collaborative IT function and involves working closely with infrastructure, applications and security teams to maintain smooth day-to-day operations. Key Responsibilities Deliver first-line IT support via phone, email, self-service portal and Microsoft Teams Log, manage and resolve incidents and service requests through an ITSM system Troubleshoot hardware, software and access-related issues Support Microsoft 365 applications and Windows 11 environments Configure and maintain laptops, mobile devices and peripherals Create and manage user accounts and permissions (Active Directory / M365) Escalate complex incidents to specialist IT teams where required Maintain accurate ticket documentation and update knowledge articles Promote IT security best practice and support users with guidance Assist with device deployments, project work and occasional organisational events Technology Environment Windows 11 Microsoft 365 Active Directory SCCM Microsoft Endpoint Manager / Intune Android devices Remote support tools About You Experience working in an IT Service Desk or technical support role Strong customer service and communication skills Comfortable supporting non-technical users Good troubleshooting and problem-solving ability Able to manage multiple priorities in a busy support environment Understanding of IT security and data protection principles Working Arrangements 35-hour working week with shifts between 8am and 5pm Hybrid role but may be 5 days p/week intially in Cardiff  Occasional UK travel and overnight stays may be required