At a Glance
- Tasks: Provide first-line IT support and resolve issues for internal staff and legal consultants.
- Company: Award-winning technology services business with a focus on innovation.
- Benefits: Competitive salary, hands-on experience, and opportunities for career growth.
- Other info: Perfect for those looking to build a career in a modern IT function.
- Why this job: Join a dynamic team and make a real impact in a fast-paced environment.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 30000 - 32000 £ per year.
An award-winning Technology services business is hiring an IT Support Engineer to join their Service Desk team in Guildford and be a dependable first-line resolver across the wider business. This is a hands-on ticket-crunching role at the front line of a busy, ITIL-aligned service desk, supporting internal staff and external legal consultants day to day.
You'll pick up incidents and service requests via phone, email and the ITSM tool, work through them methodically, keep users informed and escalate cleanly when needed. It suits someone who genuinely enjoys the pace of a well-run helpdesk and takes pride in resolving a high proportion of tickets at first line.
What you'll be doing:
- Provide professional first-line support to internal colleagues and external legal consultants by phone, email and through the IT service management system
- Log, categorise, prioritise and progress incidents and service requests in line with agreed SLAs
- Troubleshoot issues across Windows 10/11, Microsoft 365, Teams, Outlook, printers, peripherals and mobile devices
- Handle user account, access and permissions requests in Active Directory, Entra ID and Microsoft 365, following approved processes
- Prepare, configure and support laptops, desktops and other end-user devices, including Intune-managed kit
- Escalate unresolved or higher-risk issues to 2nd and 3rd Line with accurate diagnostic information
- Keep tickets, resolution notes and knowledge articles clear, current and useful for the wider team
- Contribute to service improvement, problem management and change activities
- Maintain a professional, security-conscious and customer-focused approach at all times
What you'll need:
- Solid experience in a HelpDesk, Service Desk, IT Support or Technical Support role with a high volume of tickets
- Good working knowledge of Windows 10/11 and Microsoft 365, including Outlook, Teams and OneDrive
- Practical understanding of common hardware, software, printing, connectivity and user-access issues
- Experience using an ITSM or ticketing system such as ServiceNow, HaloITSM or Freshservice
- Basic understanding of Active Directory, Entra ID, device management and information security principles
- Ability to diagnose methodically, judge when to escalate and document actions clearly
- Strong customer service mindset and clear communication with users of varying technical ability
Nice to have:
- Experience supporting Intune-managed devices or Azure Virtual Desktop environments
- Exposure to PowerShell, automation or scripting for routine support tasks
- Basic Dynamics 365 troubleshooting experience
- ITIL Foundation, CompTIA A+ or Microsoft certification
This role would suit a first-line engineer who takes pride in getting through tickets properly and wants to build a career within a modern, well-run IT function inside a legal tech environment.
IT Support Engineer in Guildford employer: Digital Waffle
Digital Waffle is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the energy sector. Employees benefit from ongoing professional development opportunities, competitive compensation, and a commitment to sustainability, making it a rewarding place to contribute to the UK's critical infrastructure. Join us to be part of a team that values your expertise and empowers you to make a meaningful impact on the future of energy security.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer in Guildford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Digital Waffle values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Digital Waffle might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Digital Waffle!
✨Direct Apply to Digital Waffle
Let's not forget to apply directly through the Digital Waffle website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Engineer in Guildford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Digital Waffle.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Digital Waffle. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Digital Waffle
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
