IT Support Engineer Job Description
Hire an IT Support Engineer to provide first- and second-line technical support, maintain desktop and server systems and help keep end users productive. This role suits candidates who combine practical troubleshooting skills with clear customer service and good documentation habits.
What does a IT Support Engineer professional do?
An IT Support Engineer resolves hardware and software faults, maintains systems and networks, handles user accounts and backups, and escalates complex issues to specialists—working across on-site and remote environments.
IT Support Engineer job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
IT Support Engineer
About the role
[Company name] is looking for an IT Support Engineer to join our IT team based in [Location]. You will provide day-to-day technical support to users, maintain workstations and servers, manage user accounts and backups, and support network troubleshooting. This is a hands-on role; candidates should be comfortable working with ticketing systems, supporting remote and on-site users, and producing clear technical documentation. Salary: [Salary or range].
Key responsibilities
- Provide first- and second-line support to users by phone, email, remote access and on-site visits using a ticketing system.
- Diagnose and resolve hardware, software and connectivity faults on desktops, laptops, printers and mobile devices.
- Install, configure and patch operating systems, drivers and common business applications.
- Manage user accounts, permissions and group policies (e.g. Active Directory) and assist with account provisioning and offboarding.
- Perform basic server support tasks, backups, recovery checks and routine maintenance.
- Monitor system health, identify recurring issues and recommend improvements.
- Escalate complex or persistent incidents to senior engineers or third-party suppliers and follow through to resolution.
- Maintain accurate asset records, update knowledge base articles and produce clear incident documentation.
Essential skills and experience
- Practical experience in an IT support or service desk role resolving end-user hardware and software issues.
- Good knowledge of Windows desktop operating systems, Office productivity suites and common business applications.
- Familiarity with networking fundamentals (TCP/IP, DHCP, DNS) and basic troubleshooting techniques.
- Experience using a ticketing/ITSM system and creating clear technical documentation.
- Strong verbal and written communication skills with a customer service orientation.
- Right to work in the UK.
Desirable
- Experience with Active Directory administration and Group Policy.
- Knowledge of Microsoft 365, cloud services or basic virtualization concepts.
- Industry certifications such as CompTIA A+, Microsoft Certified, or equivalent training.
- Experience supporting macOS or Linux endpoints.
- Previous on-site or field support experience and a driving licence if travel to client sites is required.
- Scripting or automation experience for routine tasks (PowerShell, Bash or similar).
What we offer
- [Pension scheme contribution]
- [Annual leave allowance, e.g. 25 days + bank holidays]
- [Flexible or hybrid working options where applicable]
- [Training and certification budget]
- [Company laptop and mobile or equipment allowance]
- [Private medical insurance or health cash plan option]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is an IT Support Engineer role?
An IT Support Engineer provides technical assistance to internal users or customers, handling day-to-day incidents and service requests across desktops, laptops, printers, servers and networks. They work from a service desk and often perform on-site visits, maintain documentation and carry out routine maintenance tasks. The role bridges user-facing support and technical escalation to specialists.
Day-to-day work
Resolve user incidents, configure devices, apply updates and manage tickets while keeping accurate records and knowledge base articles.
Core skills
Troubleshooting, Windows administration, basic networking, account management and clear customer communication.
Career path
Progression commonly moves to senior support, systems administration, network engineering or specialist vendor roles.
Typical IT Support Engineer responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Provide first
Provide first- and second-line support to users by phone, email, remote access and on-site visits using a ticketing system.
Diagnose
Diagnose and resolve hardware, software and connectivity faults on desktops, laptops, printers and mobile devices.
Install
Install, configure and patch operating systems, drivers and common business applications.
Manage user accounts
Manage user accounts, permissions and group policies (e.g. Active Directory) and assist with account provisioning and offboarding.
Perform basic server support tasks
Perform basic server support tasks, backups, recovery checks and routine maintenance.
Monitor system health
Monitor system health, identify recurring issues and recommend improvements.
Escalate complex or persistent incidents
Escalate complex or persistent incidents to senior engineers or third-party suppliers and follow through to resolution.
Maintain accurate asset records
Maintain accurate asset records, update knowledge base articles and produce clear incident documentation.
IT Support Engineer skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Practical experience in an IT support or service desk role resolving end-user hardware and software issues.
- Good knowledge of Windows desktop operating systems, Office productivity suites and common business applications.
- Familiarity with networking fundamentals (TCP/IP, DHCP, DNS) and basic troubleshooting techniques.
- Experience using a ticketing/ITSM system and creating clear technical documentation.
- Strong verbal and written communication skills with a customer service orientation.
- Right to work in the UK.
Useful where relevant
- Experience with Active Directory administration and Group Policy.
- Knowledge of Microsoft 365, cloud services or basic virtualization concepts.
- Industry certifications such as CompTIA A+, Microsoft Certified, or equivalent training.
- Experience supporting macOS or Linux endpoints.
- Previous on-site or field support experience and a driving licence if travel to client sites is required.
- Scripting or automation experience for routine tasks (PowerShell, Bash or similar).
See our guide to what to include in a job advert before publishing.
How to write a IT Support Engineer job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about scope
State whether the role is first-line, second-line or a mixed role, and whether it requires regular on-site visits or travel to client sites.
Clarify technical environment
List the main platforms, ticketing system and tools the candidate will use (e.g. Windows, Microsoft 365, specific ITSM) so applicants can self-assess fit.
Outline out-of-hours expectations
If the role includes on-call, night or weekend cover, include the rota and any additional pay or time-off arrangements.
Use measurable requirements
Prefer experience statements like '2+ years supporting Windows endpoints' rather than vague terms such as 'fast-paced environment'.
IT Support Engineer salary considerations
IT Support Engineer pay varies widely depending on experience, location and responsibilities. Rather than a single market figure, consider the factors below when setting a salary band.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What IT Support Engineer candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
Is the role first-line, second-line or a hybrid?
Candidates need to know the expected complexity of tickets and how much escalation is required.
Are there on-call, shift or weekend duties?
Clarify rota frequency, compensation and how out-of-hours incidents are handled.
What travel is required for on-site visits?
State whether travel is local, regional or to client sites and whether a company vehicle or expenses are provided.
Which tools and systems will I be supporting?
List major platforms (OS, cloud services, ticketing system) so applicants can assess their technical fit.
Is training or certification support available?
Candidates expect clarity on professional development budgets, study leave or sponsored certifications.
Where to post a IT Support Engineer job
This role attracts candidates from general job boards, IT-specific sites and professional communities. For broad reach use major UK job boards and LinkedIn; for experienced or certified engineers also post to IT-specific job sites, vendor communities and local tech meetups. If the role requires travel or local attendance, include local and regional channels to highlight location-specific applicants.
Related information technology job descriptions
Recruiting for a slightly different role? These templates may be a closer fit.
IT Support Engineer job description FAQs
Do I need to require specific certifications?
Certifications can help screen candidates but are not always essential. For most IT Support Engineer roles, practical troubleshooting experience and demonstrable skills are more important. List certifications as desirable unless the role requires a certified skill for compliance.
How should I assess technical ability during hiring?
Use a short technical test or practical scenario during interview, combine it with behavioural questions and review past experience. Pairing a practical task with discussion of troubleshooting steps gives a clearer view of competence.
Should I include an on-call allowance in the advert?
Yes — if the role requires on-call or out-of-hours cover, state the rota frequency and how it is compensated. Transparency reduces unsuitable applications and avoids confusion later.
What is the difference between a Service Desk Analyst and an IT Support Engineer?
A Service Desk Analyst typically handles first-line triage and basic fixes, while an IT Support Engineer often performs deeper troubleshooting, on-site support and some systems or network tasks. Spell out the expected responsibilities to attract the right level of candidate.
Ready to hire an IT Support Engineer?
Use the advert text and checklist above to create a targeted vacancy. Tailor technical requirements to your environment, be clear about on-call and travel expectations, and publish across both general and IT-specific channels to reach suitable candidates.
