IT Support Engineer (Level 1)

End-user support and helpdesk

• Act as first point of contact for IT requests, phone, email and walk-in.
• Log, prioritise, resolve or escalate tickets within agreed SLAs, and document every resolution.
• Support Windows and macOS laptops, desktops, printers, scanners, mobile devices and peripherals.
• Handle user onboarding and offboarding: account creation, device setup, access provisioning and revocation.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and line-of-business applications.

Network administration

• Monitor and maintain LAN, WAN, Wi-Fi and site-to-site connectivity across offices.
• Configure and troubleshoot Cisco switches and access points: VLANs, trunking, port security, PoE.
• Manage IP addressing, DHCP scopes, DNS records and basic routing.
• Troubleshoot connectivity using ping, traceroute, Wireshark and switch/firewall logs.
• Coordinate with ISPs on link outages, circuit faults and bandwidth issues.

Firewall and security

• Administer FortiGate firewalls: policies, NAT, address objects, VIPs and routing.
• Configure and support IPsec site-to-site and SSL/IPsec remote access VPNs (FortiClient).
• Maintain web filtering, application control, IPS and antivirus profiles.
• Review FortiAnalyzer and firewall logs daily, and report suspicious activity to the IT Manager.
• Support endpoint security (EDR) alerts, patch compliance and MFA enrolment.
• Follow change control: back up firewall configuration before and after every change.

System administration

• Administer Active Directory and Entra ID: users, groups, GPOs, password resets, account lockouts.
• Maintain Windows Server roles (file server, DNS, DHCP, print) and basic Linux servers.
• Support virtualisation hosts (VMware or Hyper-V) and cloud workloads (Azure, AWS) at L1 level.
• Apply OS and application patches on a defined schedule.
• Maintain asset inventory, licence records and network documentation.

PBX and telephony

• Administer the IP PBX (Avaya IP Office or equivalent): extensions, hunt groups, call routing, voicemail.
• Configure IP phones, SIP trunks and auto-attendant / IVR changes.
• Troubleshoot call quality issues (jitter, latency, QoS) with the network team and telecom provider.
• Back up PBX configuration regularly and before any change.

Backup and disaster recovery

• Run and monitor daily backup jobs for servers, Microsoft 365, network devices and PBX.
• Investigate failed jobs and rerun or escalate on the same day.
• Perform scheduled test restores and record the results.
• Follow the 3-2-1 backup rule and support DR drills.

Other duties

• Set up and support meeting rooms and video conferencing equipment.
• Support regional offices remotely and travel when required.
• Take part in an on-call rotation for critical outages.
• Perform other IT tasks assigned by the IT Manager.
• Bachelor's degree or diploma in IT, Computer Science, Electronics or a related field.
• 2 to 4 years of hands-on IT support experience, including network and firewall administration.
• Experience supporting a multi-site environment of 100+ users.