At a Glance
- Tasks: Provide 1st and 2nd line IT support to internal users and resolve technical issues.
- Company: Join Totalmobile, a company that values diversity and inclusion.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal development.
- Other info: Dynamic work environment with a focus on growth and collaboration.
- Why this job: Make a real difference by helping others with their tech challenges.
- Qualifications: Experience in IT support and strong customer service skills required.
The predicted salary is between 30000 - 40000 £ per year.
The IT Support Engineer provides 1st and 2nd line technical support to internal users, ensuring the effective operation of end‑user devices, applications, and IT services. The role focuses on incident resolution, service request fulfilment, and user account management, with escalation to 3rd line support where required. This role is key in delivering a high‑quality, customer‑focused IT support service.
Key Responsibilities
- Service Desk & User Support
- Provide 1st and 2nd line support for IT incidents and service requests via service desk tools, phone, and email
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues on time
- Escalate unresolved or complex issues to 3rd line support or external suppliers, ensuring clear handover and documentation
- Monitor ticket queues and ensure incidents are managed in line with agreed SLAs
- End‑User Devices & Applications
- Support and maintain end‑user devices including desktops, laptops, mobile devices, and peripherals
- Install, configure, and support operating systems and standard business applications
- Perform device builds, rebuilds, and replacements in line with company standards
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
- User Accounts & Access Management
- Create, modify, and disable user accounts in Microsoft 365
- Manage access permissions, group memberships, and shared resources in accordance with security policies
- Support password resets, MFA issues, and account‑related queries
- Documentation & Process
- Accurately log all incidents, requests, and resolutions within the service desk system
- Maintain and contribute to support documentation, user guides, and knowledge base articles
- Follow IT policies, procedures, and change management processes
- Operational Support
- Assist with onboarding and offboarding of employees, including IT setup and access provisioning
- Support basic networking issues (LAN, Wi‑Fi, VPN connectivity)
- Liaise with third‑party vendors and suppliers where required
- Participate in routine IT maintenance tasks and occasional out‑of‑hours support where necessary
Person Specification
Essential Skills & Experience
- Experience in a 1st / 2nd line IT support or service desk role
- Strong knowledge of Windows operating systems and end‑user hardware
- Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Familiarity with Active Directory user and group management
- Good understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)
- Strong customer service and communication skills
- Ability to prioritise workload and manage multiple support requests
Desirable Skills & Experience
- Experience with endpoint management tools (e.g. Intune, Endpoint Central)
- Knowledge of MacOS operating systems and hardware
- Exposure to ITIL‑based service management practices
- Basic knowledge of cloud platforms such as Microsoft Azure
- Awareness of security best practices and data protection principles
Here at Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents diverse cultures, backgrounds, and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
IT Support Engineer employer: TotalMobile
At Totalmobile, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions inclusivity and diversity. Our IT Support Engineers play a crucial role in delivering top-notch technical support, with ample opportunities for professional growth and development in a supportive environment. Located in a dynamic setting, we provide our employees with the tools and resources they need to thrive, ensuring that everyone feels valued and empowered in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer
✨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 TotalMobile 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 TotalMobile 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 TotalMobile!
✨Direct Apply to TotalMobile
Let's not forget to apply directly through the TotalMobile 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
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 TotalMobile.
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 TotalMobile. 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 TotalMobile
✨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.
