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)

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.

• 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

• Windows 11
• Microsoft 365
• Active Directory
• SCCM
• Microsoft Endpoint Manager / Intune
• Android devices
• Remote support tools

• 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

• 35-hour working week with shifts between 8am and 5pm
• Hybrid role but may be 5 days p/week initially in Cardiff
• Occasional UK travel and overnight stays may be required