IT Support Analyst
England
IT Support Engineer (1st / 2nd Line), Luton, Office Based
Location: Luton
Are you passionate about technology and problem-solving? Do you have a knack for delivering outstanding IT support? Join our dynamic IT where you'll play a key role in keeping operations running smoothly.
About the Role
As an IT Support Engineer, you will be the first point of contact for IT incidents, service requests, and system-related queries in a fast-paced, ITIL-driven environment. Working closely with a small team, you will troubleshoot issues, escalate where necessary, and ensure high levels of service delivery.This role offers growth opportunities, making it ideal for recent graduates, those early in their IT careers, or professionals seeking a new challenge.
Key Responsibilities- Incident Resolution: Provide 1st/2nd line support, ensuring incidents are logged, prioritized, and resolved within SLA timelines.
- Technical Support: Assist end-users with hardware, software, and networking issues remotely and in-person.
- System Monitoring: Perform daily checks, including backups, and proactively identify system performance issues.
- Documentation & Training: Maintain a knowledge base and deliver basic IT training to improve user experience.
- Configuration & Deployment: Set up and configure workstations, mobile devices, and other IT equipment.
- Collaboration: Escalate unresolved issues to 2nd/3rd line teams and provide clear communication throughout.
Essential Skills & Attributes:
- Experience in a service desk or 1st/2nd line IT support role.
- Familiarity with using service desk ticketing tools
- Understanding of ITIL processes (Incident, Service Request, and Knowledge Management).
- Basic networking knowledge and hands-on experience with Active Directory, Office 365, and standard desktop applications.
- Strong communication skills with a customer-focused approach.
- Ability to work independently, prioritize tasks effectively, and maintain a well-organized work style.
- ITIL certification or other relevant IT qualifications.
- Experience with remote desktop tools and mobile device management (e.g., Intune, EntraID, or AutoPilot).
- Understanding of Microsoft 365 and remote access technologies (VPN, RDP).
- Work in an exciting, fast-paced environment supporting cutting-edge aviation operations.
- Be part of a collaborative and supportive IT team dedicated to professional excellence.
- Opportunities for growth, development, and formal qualifications to advance your career.
£30-35k (inclusive of on call rota payment) + Annual Bonuses
Benefits:
- Highly lucrative pension scheme (will double employee's contribution up to 12%)
- Generous Annual Leave
- Private Health care
- Certification & Qualification financial support
- + Much More!
Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: roberthalf.com/gb/en/privacy-notice.
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