IT Support Engineer

Contract Type: 6 months fixed-term (potential to be extended / role become Permanent)

Employment Type: Full-Time (37.5 hours p/w)

Department: IT

About the role

Alpine is seeking a hands-on, customer-focused IT Support person to provide 1st and 2nd Line support across the business.

This role is primarily onsite and involves a mix of service desk, desk-side, remote, and face-to-face support, ensuring users at all levels receive a high-quality, responsive IT service. You will play a key role in maintaining operational stability while supporting ongoing improvements and projects across the IT estate.

Key Responsibilities

• Provide 1st and 2nd Line IT support to internal users via desk-side, remote, and face-to-face engagement
• Log, prioritise, and resolve incidents and service requests in line with agreed SLAs
• Deliver proactive floorwalking support, assisting users across offices and meeting spaces
• Laptops, desktops, and mobile devices
• Printers and meeting room technology
• Business-critical applications
• Microsoft 365 (Outlook, Teams, SharePoint)
• Active Directory / user account management
• Windows 10/11 environments
• New starter onboarding and leaver processes
• Device builds, deployments, and lifecycle management
• IT asset tracking and documentation
• Escalate complex issues to 3rd line or external partners where required
• Maintain accurate ticket updates, documentation, and knowledge base articles

Contribute to continuous improvement of IT support processes and user experience

Essential

• Proven experience in a 1st/2nd Line IT Support, Service Desk, or Desktop Support role
• Strong experience delivering remote and onsite, face-to-face user support
• Windows 10/11
• Microsoft 365 (Outlook, Teams, SharePoint)
• Active Directory / user administration
• Basic networking (DNS, DHCP, TCP/IP, VPN)
• Experience with ticketing tools (e.g. ServiceNow, Jira, or similar)
• Excellent troubleshooting and problem-solving skills
• Strong communication and stakeholder engagement skills
• Ability to manage and prioritise workload in a fast-paced environment

Desirable

• Experience in a multi-site or fast-paced operational business
• Exposure to IT projects (rollouts, migrations, upgrades)
• Knowledge of ITIL practices
• Full UK driving licence

What we are looking for

• A practical, hands-on support engineer who is comfortable working directly with users
• Someone who takes ownership of issues and sees them through to resolution
• A strong communicator who can support both technical and non-technical stakeholders
• A proactive individual who identifies opportunities for improvement