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