IT System Support Engineer (Helpdesk, End-user Support) - Perm, West Location

IT Support Engineer is responsible for delivering advanced technical support for end‑user devices, applications, and onsite IT services. The role ensures operational stability, timely incident resolution, and efficient request fulfilment for a user population of 200+ employees.

This position provides support both remotely (Service Desk escalation, user administration, system access) and onsite (desk-side support, time‑critical troubleshooting).

The Support Specialist IT contributes to core IT service management processes including Incident, Problem, Request, Change, Access Rights, and Knowledge Management, ensuring service excellence and adherence to IT standards and security policies.

Incident & Problem Management

• Act as the L2 action owner for assigned incidents and service requests.
• Troubleshoot and resolve issues related to: Laptops, desktops, mobile devicesWindows & Mac OS environments Office 365 / Microsoft 365 suite VPN, network connectivity, printers
• Escalate complex issues to L3 or global support teams when needed.
• Identify recurring incidents and contribute to problem identification and root-cause analysis.
• Document errors, fixes, and known workarounds in the Knowledge Base.

Request Management

• Fulfil user requests for software installation, hardware upgrades, device configuration, and system access.
• Manage and track service requests according to defined SLAs and KPIs.
• Ensure all tasks follow ITIL‑aligned processes.

Change Management

• Support preparation, testing, and implementation of end-user–related changes (e.g., OS patching, application rollout).
• Ensure changes follow documented procedures and are executed with minimal business disruption.
• Run pre‑checks and preventive maintenance activities.

Access Rights & User Administration

• Handle user provisioning and deactivation (Active Directory, M365, business applications).
• Apply proper access control aligned with corporate policies and Information Security requirements.

Onsite & Desk‑Side Support

• Provide time‑critical, hands-on support including: Hardware break/fix Peripheral setup Meeting room AV support Network patching coordination
• Support onboarding and offboarding activities, including device setup and compliance checks.
• Ensure end‑user hardware inventory is updated and maintained.

Knowledge Management

• Create, update, and maintain technical documentation, FAQs, and troubleshooting guides.
• Contribute to a Knowledge Management System to improve support efficiency and user self-service.

Core Competencies & Skills

• Strong knowledge of Windows OS, O365, Active Directory, Intune, and endpoint management tools.
• Experience supporting 200+ end users in a fast-paced environment.
• Proficient in ITIL processes (Incident, Problem, Request, Change).
• Excellent troubleshooting, analytical, and communication skills.
• Ability to work independently and manage priorities effectively.
• Strong customer service orientation and user empathy.