IT Support Engineer

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What’s the job?
As an IT Support Engineer, you’ll play a crucial role in our daily operations by assisting colleagues with their IT equipment and system issues. Your hands-on approach to managing and resolving any IT-related challenges ensures minimal disruption to work and maintains high productivity across the team. Your technical knowledge and problem-solving skills are key in diagnosing and fixing hardware and software problems, contributing significantly to our operational efficiency.

Responsibilities (including but are not limited to):

  • Efficiently manage the helpdesk ticketing system to ensure quick resolution of issues within our Service Level Agreement (SLA) guidelines.
  • Diagnose and resolve hardware-related issues across various IT systems.
  • Address and troubleshoot software-related problems to ensure smooth functionality.
  • Identify and fix issues related to network connectivity and performance.
  • Troubleshoot and maintain Azure VMs, ensuring optimal performance and availability.
  • Provide technical support to IT Coaches delivering Azure-based courses.
  • Continuously monitor and maintain the integrity and performance of systems and networks.
  • Assist in the deployment of new applications across the organisation.
  • Facilitate the introduction of new hardware, ensuring seamless integration into existing systems.
  • Deliver exceptional customer service while interacting with colleagues and learners, ensuring their IT needs are met promptly and effectively.
  • Collaborate closely with third-party companies to enhance service delivery and resolve complex issues.
  • Depending on your level of experience you may be enrolled onto a Level 4 Network Engineer Apprenticeship.

Essential knowledge, skills and experience:

  • Strong analytical and problem-solving abilities to effectively handle IT challenges.
  • Collaborative team working skills to foster a positive and productive work environment.
  • Good customer service capabilities to address user needs effectively.
  • Good communication skills, both in writing and speaking, ensuring clear and concise information exchange.
  • Proficient knowledge of various technologies including Office 365, Active Directory, DNS, DHCP, Azure AD, Azure VMs, Teams Phone (Direct Routing), Windows Server, Hyper-V, network switch, and router configurations, as well as ConnectWise.
  • A methodical approach to managing tasks and projects.
  • Experience in managing networks and troubleshooting network related issues.
  • A minimum of two years of experience in the IT support field, demonstrating a solid track record in technical assistance and problem resolution.

Our Benefits:

We’re passionate about you, your well-being, your performance, your development, and your overall experience at Baltic. Here are some Baltic benefits that you can look forward to:

  • Fantastic progressions opportunities – we look to reward internal success!
  • Fun environment with exciting social events
  • Early finish every Friday
  • 25+ days annual leave
  • Never work weekends or Bank Holidays
  • Full office shutdown between Christmas and New Year’s Day
  • Additional Life Event holiday every year
  • 2 Additional Well-Being Days off every year
  • Access to free well-being support, SPILL Services
  • Discounted gym membership

Vacancy Information

Pioneer House, Morton Park, Darlington (office-based role)

£23,000- £27,000 per annum



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