IT Support Engineer

About Us

The DMS Digital Group Ltd is one of the North West’s largest independent office technology providers, with over 30 years’ experience.

Our services span across multiple divisions:

• Print \& Document Management


• IT Services


• Audio Visual


• CCTV \& Security


• Telecoms

This enables us to deliver a complete, end\-to\-end workplace solution — supporting clients across education, public sector, and commercial environments.

We take a consultative approach, using our experience and understanding of modern workplace technology to design and deliver tailored solutions that improve how organisations operate.

The Role

We are recruiting an IT Support Engineer to join our team based at our Head Office in Bolton.

This is a hybrid role, providing:

• Internal IT support to the DMS team onsite, and


• Remote and onsite support to our customer base

You’ll play a key role within the support function, working closely with colleagues across IT, print, and project delivery teams. This position requires someone organised, adaptable, and comfortable managing multiple priorities.

Key Responsibilities

• Act as a first point of contact for IT support queries (internal and external) via phone, email, and ticketing system


• Troubleshoot hardware, software, networking, and print\-related issues


• Diagnose issues across Windows environments, Microsoft 365, and cloud platforms


• Support and maintain internal IT systems alongside customer environments


• Configure and support print management solutions (e.g., Papercut)


• Assist with account setup, password resets, and Active Directory tasks


• Diagnose and resolve network configuration issues (DNS, DHCP, IP addressing)


• Guide users through solutions step\-by\-step (remote and onsite)


• Manage and prioritise multiple open tickets through to resolution within agreed SLAs


• Escalate complex issues to internal technical specialists where required


• Maintain accurate documentation of all support requests and resolutions


• Contribute to internal knowledge base, manuals, and documentation


• Provide follow\-up support to ensure systems are fully functional


• Build strong relationships with both colleagues and customers through a professional, approachable manner

Skills \& Experience

Essential:

• Proven experience in an IT support/helpdesk role *(or strong relevant technical background)*


• Strong knowledge of:


• Microsoft Windows 10/11


• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)


• Networking fundamentals (DNS, DHCP, IP addressing)


• Experience with remote desktop tools and helpdesk systems


• Ability to diagnose and troubleshoot technical issues effectively


• Strong communication and customer service skills


• Ability to manage workload and prioritise multiple tasks

Desirable:

• Experience with Papercut or similar print management software


• Experience with managed print devices and multifunction printers


• Exposure to Google Workspace environments


• Experience with cloud platforms (Microsoft Azure preferred)


• Knowledge of networking/firewall technologies (Fortinet, SonicWall, Cisco, Ruckus)

Other Requirements:

• Full UK Driving Licence

Attitude \& Approach

• Passion for IT and continuous learning


• Logical, methodical problem\-solving approach


• Friendly, professional, and customer\-focused


• Able to work under pressure and manage competing priorities


• Team player who collaborates well with others


• Proactive mindset with a willingness to go the extra mile

Qualifications (Desirable / Supported)

• Microsoft Certifications (MCP, MCSA)


• Cisco Certifications (CCNA)


• Cloud Certifications (Azure, AWS)


• Virtualisation (VMware, Hyper\-V)

What We Offer

• Use of Pool car for 6\-months, then you will be provided with Company car


• Company pension


• Life insurance


• Free on\-site parking


• Casual dress


• Company events


• Ongoing training and career development

Job Type: Full\-time

Pay: £25,000\.00\-£35,000\.00 per year

Benefits:

• Employee discount


• Life insurance


• Referral programme

Work Location: In person

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