IT Support Engineer

About avecSys

avecSys is a Bedford-based managed service provider and Microsoft Certified Partner with over 27 years of experience supporting businesses across Bedfordshire, Hertfordshire, Buckinghamshire and London. We deliver managed IT support, cyber security, cloud and connectivity services to a broad customer base, from small teams through to established enterprises.

We are known for being knowledgeable, helpful and patient, and for explaining technology without the jargon. Our customers stay with us because we act as a long-term partner rather than a support vendor, and because we answer the phone quickly when something goes wrong.

The opportunity

We are looking for an experienced IT Support Engineer to join our service desk in Bedford. This is a role for someone who is already comfortable with the more involved end of support work and is ready to take on greater technical challenge and ownership, alongside an upbeat personality and solid customer instincts.

Our service desk works on a triage model. Tickets are assessed as they come in and routed to the engineer best placed to deal with them, rather than passed up a line structure. You will be one of the engineers picking up the higher-level work: escalated faults, the trickier infrastructure, network and Microsoft 365 issues, and the tickets that need someone to own them through to root cause.

You will also take a proactive stance in improving the managed services we deliver, through effective problem management and by identifying where additional services would benefit the customer.

This is an office-based role at our Bedford office, with regular travel to customer sites across the region for onsite support, installations and project work. A full UK driving licence and your own vehicle are essential.

Key responsibilities

• Provide a professional, customer-focused service through the full life cycle of each ticket, managing customer expectations by keeping them informed of progress.
• Record all IT incidents, requests and problems, ensuring all relevant details are captured in line with service desk standards.
• Classify tickets accurately from the information provided and prioritise them in line with the agreed service level agreement (SLA).
• Investigate and diagnose incidents by telephone, remote session and onsite, gathering and analysing information to resolve hardware, software, application and network issues, with the objective of restoring normal service as quickly as possible.
• Take ownership of the higher-level tickets routed to you through triage, seeing them through to resolution and escalating to senior engineers or your line manager only where genuinely necessary.
• Act as a technical point of reference for colleagues on the service desk, sharing knowledge and supporting less experienced engineers.
• Monitor and track incidents, requests and problems through to resolution, and support workload management across the wider service desk team.
• Liaise with third-party suppliers where necessary, logging tickets and acting as a central point of contact on the customer's behalf.
• Attend customer sites to provide onsite IT support, hardware installations and small project delivery as directed by your line manager.
• Identify recurring issues and contribute to problem management, root cause analysis and proactive improvements to the managed services we deliver.
• Maintain accurate customer documentation, asset records and knowledge base articles.
• Support out-of-hours and weekend work on an occasional basis, typically for planned maintenance, migrations or customer moves.

Essential experience

• Experience gained within an MSP or IT managed services environment.
• Solid, demonstrable experience in an IT support role - ideally three years or more - including handling escalated and higher-level technical work.
• Microsoft Windows Server 2016 - 2022.
• Microsoft 365 administration and support: Exchange Online, SharePoint, OneDrive and Teams.
• Active Directory and Entra ID (Azure AD) user and group management.
• Microsoft Office suite support.
• Laptop, desktop and thin client support, including build, deployment and hardware fault diagnosis.
• Core networking troubleshooting: DNS, DHCP, TCP/IP, VPN, switching, firewalls and Wi-Fi.
• Backup technologies such as Datto, Acronis or equivalent.
• Working knowledge of RMM and PSA/ticketing platforms used in a managed services environment.
• Full UK driving licence and access to your own vehicle.
• Eligibility to work in the UK.

Desirable experience

• Experience working to an ITIL framework in a service desk capacity.
• Endpoint security, antivirus and email filtering platforms.
• Mobile device management (Intune or similar).
• Hosted telephony and VoIP support.
• Basic virtualisation (Hyper-V or VMware).

Certifications and development

• Microsoft certifications across the Microsoft 365, Azure, security or Windows Server tracks.
• Cisco certifications, or equivalent networking qualification.