Information Technology Help Desk 1st 2nd line in Coventry

IT Support Engineer – 1st/2nd Line Company Description Salary: £25,000 to £27,000

Davis Ground IT Services is an established IT support provider delivering reliable, customer-focused technology services to businesses across Coventry and the surrounding area.

We support a wide range of IT environments, helping clients maintain secure, stable and efficient systems.

Our team uses modern tools and established best practices to resolve technical issues quickly, minimise disruption and provide a consistently high standard of service.

We value clear communication, teamwork and continuous professional development.

Our aim is to build long-term client relationships through responsive support, practical advice and dependable service delivery.

Role Description

We are looking for an IT Support Engineer to provide 1st and 2nd line technical support to our clients.

This is a full-time, hybrid and mobile position based in Coventry.

The role includes office-based, home-based and on-site work at client premises.

A company van will be provided for business travel.

The successful candidate will respond to service desk tickets, telephone calls and emails, diagnosing and resolving hardware, software, Microsoft 365 and networking issues.

They will also attend client sites to install equipment, investigate faults and provide hands‑on technical support.

You will take ownership of incidents from initial contact through to resolution, escalating more complex problems when required and keeping users informed throughout.

You will maintain accurate service desk records, document technical solutions and contribute to the ongoing improvement of our support processes.

Key Responsibilities

• Provide responsive 1st and 2nd line technical support to business users.
• Attend client premises across Coventry and the surrounding area.
• Install, configure and troubleshoot computers, peripherals and network equipment.
• Manage incidents and service requests received by telephone, email and the service desk.
• Diagnose and resolve hardware, software, Microsoft 365, Windows and basic network issues.
• Support user account administration, permissions, password resets and access controls.
• Use remote support and monitoring tools to investigate and resolve technical problems.
• Monitor system alerts and take appropriate action in line with documented procedures.
• Escalate complex or high-impact incidents to senior technical colleagues when required.
• Maintain accurate and timely records within the service desk system.
• Create and update technical documentation, knowledge base articles and internal procedures.
• Communicate clearly and professionally with clients, setting realistic expectations and providing regular updates.
• Follow company security, confidentiality and data protection requirements.
• Maintain the company vehicle responsibly and report any damage, defects or servicing requirements.
• Contribute to service improvement initiatives and share knowledge with other members of the team.

Essential Skills and Experience

• Practical experience supporting end-user IT environments.
• Strong troubleshooting skills across hardware, software and networking.
• Working knowledge of Microsoft Windows and Microsoft 365.
• Understanding of user administration, network security and access control principles.
• Experience using ticketing systems, remote support tools and monitoring platforms.
• Excellent customer service and communication skills.
• Ability to explain technical matters clearly to non-technical users.
• Strong organisational skills and attention to detail.
• Ability to prioritise multiple requests in a busy managed-service environment.
• A collaborative approach and willingness to follow established processes.
• Ability to handle confidential information appropriately.
• A full UK driving licence and the ability to travel to client sites as required.

Desirable Qualifications and Experience

• Experience working within a managed service provider or IT help desk environment.
• Knowledge of mac OS and mobile device support.
• Familiarity with Microsoft Entra ID, Exchange Online, Share Point and Teams.
• Experience supporting network infrastructure, including switches, wireless access points and firewalls.
• Relevant qualifications such as Comp TIA A+, Network+, Microsoft 365 or Microsoft Windows certifications.
• The successful candidate will be dependable, methodical and comfortable taking responsibility for customer issues both remotely and at client premises.

They will have a genuine interest in technology, a willingness to learn and a strong commitment to delivering a professional service.

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