IT Support Engineer in Sunbury-on-Thames

Location: Sunbury and Heathrow

Salary: £30,000 to £35,000 per annum, depending on experience

Company: Fairlea Online Limited

Hours: Monday to Friday 09:00 to 17:30

Do you love troubleshooting and helping people? Become our IT Support Engineer now! Fairlea Online are looking for an experienced IT Support Engineer to join our team. You’ll be responsible for delivering approachable, responsive frontline IT support across the business by managing and resolving service requests and incidents. This is a fantastic opportunity to join a well-established company that values professionalism, technical expertise, and long-term relationships with both staff and customers.

Main Purpose of the role

The IT Support Engineer will diagnose and fix hardware, software, network and application issues, provide clear guidance to users with varying levels of IT confidence, and maintain accurate records to support stable, secure and continuously improving IT services.

Main responsibilities

• Provide polite, professional and approachable telephone, in-person and online IT support to all customers / team members, including frontline users with varying levels of IT knowledge.
• Log, update and resolve service tickets in the IT helpdesk in line with standard operating procedures, ensuring clear notes and timely user updates.
• Diagnose and resolve hardware, software, peripheral and application issues, escalating where appropriate.
• Carry out general network administration tasks, including creating/modifying users, security groups, group policies, file and printer shares, and supporting backup/restoration activities.
• Perform troubleshooting and support across multiple sites, including on-site visits when required.
• Install, configure, maintain and fault-diagnose IT equipment and software to ensure reliability and performance.
• Undertake routine preventative maintenance, monitoring and basic system health checks to reduce downtime.
• Maintain an accurate asset register of hardware and software, supporting compliance with licensing and internal controls.
• Assist with system configuration, commissioning and rollout activities, including hardware builds and user setups.
• Support the management and control of software and firmware updates and releases under guidance from the IT Team Leader.
• Create and maintain user guidance, support documentation and technical procedures to improve service consistency and self-service.
• Assist with research and evaluation of new applications, systems or improvements providing practical recommendations.
• Represent the company professionally at all times and maintain confidentiality when handling company and user information.

Essential

• Hold a full clean UK driving licence (essential).

Skills

• Proven experience in a technical support/helpdesk role (typically 2–3 years in Level 1 support).
• Approachable and supportive style; able to assist colleagues calmly and professionally, including frontline users.
• Strong ticket management skills: prioritising workload, meeting deadlines, and keeping users informed.
• Structured troubleshooting ability across hardware, software, peripherals and basic network issues.
• Accurate documentation and record-keeping within helpdesk systems and asset registers.
• Ability to work independently and as part of a wider team, escalating appropriately when needed.

Knowledge

• Good knowledge of Active Directory, Microsoft 365/Office 365, Office Suite, and helpdesk software.
• Understanding of basic network administration concepts (users, permissions, printers/shares, backups).
• Awareness of IT asset management and software licensing compliance.

Mindset

• Service-led & approachable: acts as a reliable first point of contact and supports colleagues without judgement.
• Growth mindset: keen to learn, develop capability beyond Level 1, and take feedback positively.
• Ownership: takes responsibility for progressing issues through to resolution or clear escalation.
• Professional & discreet: maintains confidentiality and represents the company to the highest standard.
• Solutions-focused: practical, proactive and able to work flexibly in a busy support environment.

Desirable

• Mobile Device Management experience (Meraki preferred).
• Group Policy knowledge.
• PowerShell knowledge.
• Boxtop knowledge (where applicable to internal systems).

Qualifications (Desirable)

• CompTIA A+
• CompTIA Network+

Pre-employment checks

Due to the secure nature of this role, all candidates must undergo BS7858 checks to comply with NSI regulations.

Why Join Us?

• Private Health Insurance - (subject to length of service).
• Medical Cash Back scheme – Health Shield (subject to length of service).
• 28 days per annum (including 8 national holidays), increasing to 33 (including 8 national holidays), after 1 year service.
• Additional discretionary leave given over Christmas period.
• Competitive Salary.
• Salary Sacrifice Pension Scheme (subject to eligibility).
• Cycle To Work Scheme – administered through ‘Green Commute Initiative’ (subject to qualifying criteria).
• Electric Car Scheme – administered through ‘The Electric Car Scheme’ (subject to qualifying criteria).

Equal Opportunities Statement

We are an equal opportunities employer and are committed to creating an inclusive and diverse workplace. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Recruitment decisions are made solely on the basis of merit, skills and experience.

We take applicants’ privacy seriously. Our Candidate Privacy Notice can be accessed here. By applying, you confirm that you have read and understood this notice.