IT Support Engineer
Details
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Reference number
479755
Salary
£35,000 \- £42,000
A Civil Service Pension with an employer contribution of 28\.97%
GBP
Job grade
Executive Officer### Contract type
Fixed term### Length of employment
1 Year with a view to extension or permanency### Business area
IT### Type of role
Information Technology### Working pattern
Full\-time### Number of jobs available
1
Contents
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- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
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Westminster, LondonAbout the job
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Job summary
We are looking for an experienced and customer\-focused IT Support Engineer to join our IT team. This is an exciting opportunity to work across Microsoft 365, Entra ID, Intune, endpoint management and infrastructure technologies within one of London's most unique live\-events venues. Supporting both day\-to\-day business operations and high\-profile events, you will gain exposure to a broad and varied technology environment where reliability, customer service and technical expertise are critical to success.### Job description
To provide reliable and professional first and second\-line IT support across the QEII Centre's technology estate, ensuring business systems, end\-user devices and Microsoft 365 services remain secure, available and effective. The postholder acts as a technical escalation point for more complex support issues and contributes to the maintenance, improvement and resilience of the Centre's IT infrastructure, applications and services.
The role supports the delivery of the IT function and works under the direction of the IT Manager and Head of IT. It does not assume responsibility for strategic planning, budget ownership, supplier contract management or overall IT governance.
Key Tasks
User Support \& Service Delivery
- Provide first and second\-line support for incidents and service requests logged through the Centre's IT support system, ensuring timely investigation and resolution.
- Act as an escalation point for more complex technical issues that cannot be resolved through first\-line support.
- Support employees, contractors and event delivery teams with IT\-related requirements in a professional, customer\-focused and solution\-oriented manner.
- Prioritise workloads effectively to support agreed service levels and maintain clear communication with users throughout the support process.
- Microsoft 365 \& Identity Administration
- Administer Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive in accordance with organisational policies and procedures.
- Manage user accounts, permissions, security groups and licence allocations within Microsoft Entra ID.
- Support joiners, movers and leavers processes, ensuring system access is granted, amended and removed accurately and securely.
- Assist with Intune\-managed devices, endpoint configuration, compliance monitoring and device lifecycle management activities.
- Support and maintain laptops, desktop devices, mobile technology, printers, meeting room technology and other end\-user equipment.
- Assist in troubleshooting wired and wireless networking issues, internet connectivity, telephony systems and associated infrastructure.
- Undertake routine device maintenance, software deployment, patching and update activities to maintain system performance and security.
- Maintain accurate records of IT assets, configurations, technical procedures and support documentation.
- Support the implementation of agreed cyber security controls and IT policies to maintain the confidentiality, integrity and availability of information systems.
- Assist with monitoring device compliance, security alerts and access controls, escalating risks, vulnerabilities or security concerns where appropriate.
- Support business continuity and disaster recovery preparations through testing, documentation and maintenance activities.
- Ensure IT activities comply with organisational policies, information governance requirements and relevant legislation.
- Contribute to IT projects, including Microsoft 365 enhancements, device refresh programmes, system upgrades and infrastructure improvements.
- Liaise with external suppliers, service providers and support partners to progress incidents, maintenance activities and service requests.
- Identify opportunities for service improvement and contribute to the development of processes, technical documentation and user guidance materials.
- Maintain professional knowledge of Microsoft technologies, endpoint management, networking fundamentals, cyber security principles and IT service management good practice.
- No direct budget responsibility.
- Support the IT Manager by identifying replacement, upgrade or improvement requirements and providing technical input into purchasing decisions.
- Authority to resolve routine and escalated technical support issues within approved procedures and support processes.
- Authority to implement approved configuration changes, user access amendments and device deployments within delegated permissions.
- Responsibility to identify, escalate and provide recommendations regarding service risks, cyber security concerns, infrastructure issues and business continuity impacts.
This is a primarily site\-based role due to the requirements of a live events venue. Flexible working requests will be considered in line with QEP policies and flexible working rights and rules for employees and employers in the UK.
*The above is not exhaustive and other duties not outlined may form part of the employees job description.*
Person specification
Experience:
- Experience providing first and second\-line IT support within a professional business environment.
- Experience supporting Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive.
- Experience administering user accounts, permissions and licences within Microsoft Entra ID (Azure AD).
- Experience supporting Windows devices, mobile devices and end\-user hardware.
- Experience troubleshooting networking and connectivity issues.
- Experience maintaining technical documentation and support records.
- Strong customer service and communication skills.
- Experience supporting Microsoft Intune and endpoint management solutions.
- Experience working within an ITIL\-aligned service environment.
- Experience supporting event venues, hospitality operations or customer\-facing organisations.
- Experience contributing to technology projects and system implementations.
- Experience supporting cyber security controls and compliance activities.
- Microsoft 365 administration experience.
- Strong knowledge of Windows operating systems and business applications.
- Understanding of networking fundamentals, including TCP/IP, wireless networking and connectivity troubleshooting.
- Understanding of information security and cyber security good practice.
- Microsoft certifications (e.g. Microsoft 365 Certified Administrator, Modern Desktop Administrator or equivalent).
- ITIL Foundation qualification.
- CompTIA Network\+, Security\+ or equivalent certification.
- Relevant degree or professional qualification in Information Technology or a related discipline.
Behaviours
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Making Effective Decisions
- Managing a Quality Service
- Communicating and Influencing
- Working Together
Technical skills
We'll assess you against these technical skills during the selection process:
- Microsoft 365 administration experience.
- Strong knowledge of Windows operating systems and business applications.
- Understanding of networking fundamentals, including TCP/IP, wireless networking and connectivity troubleshooting.
- Understanding of information security and cyber security good practice.
- Microsoft certifications (e.g. Microsoft 365 Certified Administrator, Modern Desktop Administrator or equivalent).
- ITIL Foundation qualification.
- CompTIA Network\+, Security\+ or equivalent certification.
- Relevant degree or professional qualification in Information Technology or a related discipline.
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Alongside your salary of £35,000, Queen Elizabeth II Centre contributes £10,139 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .QEII benefits will include:
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- Discretionary bonus scheme, linked to corporate and individual performance
- Membership of the Civil Service Pension Scheme with an employer contribution of 28\.97%
- 25 days' annual leave with an additional day per year to a maximum of 30 days \& 1 privilege day
- Subsidized staff restaurant/coffee bar
- Interest free season ticket loan
- Cycle to work scheme
- 3 days paid volunteering
- Participation at staff events; celebratory, educational, team
- Access to learning and development opportunities tailored to your career aspirations
- A working culture which encourages inclusion, collaboration and diversity
- Regular employment engagement activities
Things you need to know
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