IT Support Manager

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We’re looking for a versatile IT Support Engineer with a Full UK driving licence and their own car – someone who can not only troubleshoot Windows, M365, and network issues to first-time fix, but also deploy systems via WDS/MDT, manage tickets, support administrative-level IT implementations, and leverage AI tools daily, while lending a hand with digital marketing or web design basics.

Salary: £40,000 – 45,000

Essential Criteria

  • 1st/2nd Line IT Support – Proven troubleshooting of hardware, software, networks, and end‑user issues
  • Windows Environment – Strong administration of Windows 10/11 and Windows Server.
  • Knowledge to work in Anydesk, Teamviewer or MS quick assist.
  • Active Directory & M365 – Hands‑on with AD, Group Policy, Microsoft 365 (Teams, Exchange, SharePoint, OneDrive).
  • Deployment Tools – Ability to deploy machines on‑site and remotely using WDS and/or MDT.
  • Networking Knowledge – IP‑level network setup and local/remote ISP troubleshooting.
  • Tool Proficiency – Experience with PDQ Deploy, WDS/MDT, MS Excel and Freshservice.
  • Ticketing System – Log, update, prioritise, categorise all work within Freshservice or self developed system and drive tickets to resolution.
  • First‑Time Fix Focus – Demonstrable commitment to resolving issues on first contact.
  • SLA & Escalation Management – Work to contract SLAs and escalate potential failures to seniors/third parties in a timely manner.
  • Warranty & Hardware Support – Ability to claim warranties and troubleshoot hardware/software issues across vendors.
  • Stakeholder Communication – Engage both technical and non‑technical stakeholders effectively.
  • Intermediary Knowledge of AI Tools – Use AI tools (ChatGPT, Copilot, Claude, Gemini) to accelerate daily tasks: drafting responses, summarising tickets, scripting, error analysis, creating user guides, etc.
  • Full UK Driving Licence and Access to a Car – Required for on‑site visits to customer locations, remote offices and willingness to travel as needed.

Required Key Responsibilities

  • Answer customer calls and emails directly, aiming for the first‑time fix of all issues.
  • Record all work in a system (Fresh service/Excel) with regular updates on open tickets.
  • Prioritise and categorise tickets for efficient progression.
  • Work to contracted SLAs, liaise with 3rd parties, and escalate potential failures.
  • Support, maintain, and deploy newly developed IT systems and services.
  • Deploy machines (on‑site and remotely) using WDS / MDT,PDQ.
  • Hardware / Software warranty claiming and troubleshooting.
  • Engage technical and non‑technical stakeholders for requirements, outage communications, and project rollouts.
  • Aid in creating and managing a technical knowledge base and share knowledge within the team.
  • Assist with IT projects (hardware refresh, system upgrades, infrastructure improvements).
  • Monitor IT system performance; escalate to senior engineers or thrid parties when needed.
  • Use AI tools daily to improve efficiency.

Additional Desirable

  • Digital Marketing – Basic understanding of marketing tools (e.g., social media scheduling, email campaigns and google ads management).
  • Web Designing – Basic HTML/CSS or CMS editing (WordPress,Wix,Shopify etc.).
  • Experience in IT equipment procurement, licensing, or warranty logistics.
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