Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 1st and 2nd line IT support in a dynamic Microsoft environment.
- Company: Join Ruby Energy, a leading commercial utilities provider with a collaborative culture.
- Benefits: Enjoy competitive salary, company pension, and free onsite parking.
- Why this job: Make a real impact by improving IT services and customer satisfaction.
- Qualifications: Experience in IT support and strong knowledge of Microsoft 365 required.
- Other info: Great career growth opportunities in a supportive team environment.
The predicted salary is between 30000 - 42000 £ per year.
Here at Ruby Energy, we have an exciting position available for an IT Support Engineer to join our dynamic team based within our offices in Salford. The IT Support Engineer (1st and 2nd Line Support) is responsible for providing effective and efficient IT support to all end-users within the organisation. This role focuses on desktop services within a full Microsoft environment, including Microsoft 365 (M365). The IT Support Engineer will handle IMAC (Install, Move, Add, Change) activities, manage incident processes, fulfil service requests, and assist with problem management. The role requires a commitment to improving service quality and ensuring customer satisfaction in a busy environment with high demand and competing priorities.
Please note this role is not Hybrid and would require the ideal candidate to be able to commute to the Salford area.
Working hours – Monday to Friday
- Buy & Sell Annual Leave Scheme
- Company Pension
- Referral program
- Free onsite parking
- Employee Assistance Programme (EAP)
- Employee Recognition Incentives
- Company events
- Monthly dress down days
- Tea & coffee facilities & On-site Canteen
- Local discounts / benefits
- Early Finish Fridays
Main Responsibilities (but not limited to):
- Provide 1st and 2nd line support for desktop services within a Microsoft environment.
- Manage and troubleshoot issues related to Microsoft 365 applications and services.
- Perform IMAC activities for hardware and software installations, moves, adds, and changes.
- Ensure all desktop services are operating effectively and efficiently.
- Log, categorise, and prioritise incidents in the IT service management system.
- Resolve incidents in a timely manner, ensuring minimal disruption to end-users.
- Escalate complex incidents to higher-level support teams when necessary.
- Follow up with end-users to ensure incidents are resolved to their satisfaction.
- Process and fulfil service requests from end-users promptly and efficiently.
- Maintain accurate records of service requests and their fulfilment status.
- Ensure that all service requests comply with established policies and procedures.
- Assist with the identification and resolution of recurring incidents and problems.
- Contribute to root cause analysis and the development of permanent solutions.
- Maintain documentation of known issues and solutions for future reference.
Customer Service:
- Provide excellent customer service to all end-users, maintaining a positive and helpful attitude.
- Communicate technical information to end-users in a clear and understandable manner.
- Educate end-users on IT policies, procedures, and best practices.
Process and Policy Compliance:
- Follow established IT processes, procedures, and policies at all times.
- Contribute to the continuous improvement of IT support processes and procedures.
- Ensure compliance with organizational security policies and guidelines.
Quality Improvement:
- Continuously seek ways to improve the quality of IT support services.
- Participate in training and development activities to enhance technical skills and knowledge.
- Provide feedback and suggestions to the IT Service Desk Manager for service improvement.
- Take key roles in projects and continual service improvement work.
- Lead on specific change work as requested by Senior managers.
Requirements to be considered:
- Proven experience in a 1st and 2nd line IT support role.
- Strong knowledge of Microsoft 365 and desktop services in a Microsoft environment.
- Excellent troubleshooting and problem-solving skills.
- Familiarity with IT service management frameworks and tools (e.g., ITIL, ServiceNow).
- Ability to manage multiple tasks and priorities in a busy environment.
- Strong customer service orientation with a positive and proactive attitude.
- Excellent communication skills, both verbal and written.
- Ability to work effectively as part of a team and independently.
If you would love to join us as our new IT Support Engineer, we encourage you to apply now!
Be part of our bright future and talk to Ruby today!
IT Support Engineer employer: Ruby Electricity Ltd
Contact Detail:
Ruby Electricity Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ruby Energy. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Go through common IT support scenarios and think about how you'd handle them. Being able to demonstrate your troubleshooting skills during the interview can really set you apart from other candidates.
✨Tip Number 3
Show off your customer service skills! Since this role is all about helping end-users, be ready to share examples of how you've provided excellent support in the past. Highlight your positive attitude and ability to communicate technical info clearly.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Engineer role. Highlight your experience with Microsoft 365 and any relevant troubleshooting skills. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it friendly and professional, just like we are at Ruby Energy.
Show Off Your Customer Service Skills: Since customer service is key in this role, make sure to mention any experiences where you've gone above and beyond for users. We love candidates who can communicate technical info clearly and maintain a positive attitude!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Ruby Electricity Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365 and desktop services. Be ready to discuss specific troubleshooting scenarios you've encountered in previous roles, as this will show your practical experience and problem-solving skills.
✨Showcase Your Customer Service Skills
Since this role emphasises customer satisfaction, prepare examples of how you've provided excellent support in the past. Think about times when you turned a frustrated user into a happy one, and be ready to share those stories.
✨Familiarise Yourself with ITIL Frameworks
Understanding IT service management frameworks like ITIL can set you apart. Brush up on key concepts and be prepared to discuss how you've applied these principles in your previous roles to improve service quality.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to incident management or IMAC activities. Practise articulating your thought process and how you would handle various challenges, as this will demonstrate your critical thinking and adaptability.
