IT Support Engineer

The IT Support Engineer plays a key role in ensuring the stability, security, and effective operation of Colt DCS end‑user technology. Reporting to the Service Support Manager, this role provides first and second‑line support for workplace technologies such as laptops, printers, monitors, peripherals, and meeting room solutions, alongside a suite of core business systems and Microsoft 365 applications. This is a hybrid role with an expectation to work onsite three days per week, providing hands‑on support for workplace technology and acting as a visible IT presence for end users. The role coordinates with third‑party service providers for hardware support while managing incidents and service requests through to resolution. Travel to nearby Colt DCS sites may also be required to provide onsite support where needed.

The IT Support Engineer performs structured investigations, implements break‑fix solutions, and works closely with internal technology teams and external suppliers to restore services efficiently and maintain a high‑quality support experience for users.

• Workplace Technology Support: Provide first and second‑line support for end‑user technology, including laptops, peripherals, printers, and meeting room systems, ensuring incidents and service requests are managed effectively and resolved within agreed service levels.
• Onsite IT Presence & End‑User Support: Act as a visible IT presence by providing onsite support (three days per week) for workplace technology, diagnosing and resolving user issues, and coordinating with third‑party providers where hardware replacement or specialist support is required.
• Incident & Request Management: Take ownership of tickets throughout their lifecycle, performing structured investigations, implementing break‑fix solutions, and ensuring clear communication with users until resolution.
• Vendor & Supplier Coordination: Work closely with internal technology teams and external suppliers to ensure effective escalation and resolution of incidents affecting end‑user technology.
• Device & Technology Deployment: Support the rollout, configuration, and upgrade of end‑user devices and workplace technology solutions, helping ensure smooth adoption of new tools and services across Colt DCS.
• Knowledge & Documentation Management: Maintain and update knowledge articles, user guides, and internal documentation to support users and improve the efficiency of the support function.
• Global Team Collaboration: Collaborate with colleagues across regions to support consistent global service coverage and ensure users receive reliable IT support.

• IT Support & Troubleshooting: Some experience in IT support or a technical service desk environment, providing first‑line support across end‑user technology and business applications.
• Workplace Technology Support: Familiarity with supporting workplace technologies such as Microsoft 365, laptops, monitors, peripherals, and meeting room systems, helping users work productively in both office and remote environments.
• Service Management Awareness: Understanding of IT service management concepts such as incident management, request fulfilment, and ticket lifecycle management. Familiarity with ITIL principles is desirable.
• IT Service Management Tools: Experience using IT service management platforms such as Cherwell, Neurons, Jira, ServiceNow, or similar ticketing systems is beneficial.
• Problem‑Solving Skills: Ability to troubleshoot common technical issues, follow structured investigation steps, and elevate issues when required.
• Technical Learning Agility: Quick to learn new systems, tools, and business processes, with the ability to adapt to a diverse technology environment.
• Communication: Strong verbal and written communication skills with the ability to explain technical issues clearly to non‑technical users.
• Vendor & Supplier Collaboration: Comfortable working with third‑party suppliers and service providers, including coordinating escalations and collaborating on the resolution of technical issues.
• Documentation & Knowledge Sharing: Ability to contribute to knowledge articles, user guides, and internal documentation to support users and improve support processes.
• Professionalism & Customer Focus: Demonstrates a positive, customer‑focused approach with attention to detail and a commitment to delivering high‑quality user support.