IT Support Engineer (Level 1)

End-user support and helpdesk • Act as first point of contact for IT requests, phone, email and walk-in. • Log, prioritise, resolve or escalate tickets within agreed SLAs, and document every resolution. • Support Windows and macOS laptops, desktops, printers, scanners, mobile devices and peripherals. • Handle user onboarding and offboarding: account creation, device setup, access provisioning and revocation. • Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and line-of-business applications. Network administration • Monitor and maintain LAN, WAN, Wi-Fi and site-to-site connectivity across offices. • Configure and troubleshoot Cisco switches and access points: VLANs, trunking, port security, PoE. • Manage IP addressing, DHCP scopes, DNS records and basic routing. • Troubleshoot connectivity using ping, traceroute, Wireshark and switch/firewall logs. • Coordinate with ISPs on link outages, circuit faults and bandwidth issues. Firewall and security • Administer FortiGate firewalls: policies, NAT, address objects, VIPs and routing. • Configure and support IPsec site-to-site and SSL/IPsec remote access VPNs (FortiClient). • Maintain web filtering, application control, IPS and antivirus profiles. • Review FortiAnalyzer and firewall logs daily, and report suspicious activity to the IT Manager. • Support endpoint security (EDR) alerts, patch compliance and MFA enrolment. • Follow change control: back up firewall configuration before and after every change. System administration • Administer Active Directory and Entra ID: users, groups, GPOs, password resets, account lockouts. • Maintain Windows Server roles (file server, DNS, DHCP, print) and basic Linux servers. • Support virtualisation hosts (VMware or Hyper-V) and cloud workloads (Azure, AWS) at L1 level. • Apply OS and application patches on a defined schedule. • Maintain asset inventory, licence records and network documentation. PBX and telephony • Administer the IP PBX (Avaya IP Office or equivalent): extensions, hunt groups, call routing, voicemail. • Configure IP phones, SIP trunks and auto-attendant / IVR changes. • Troubleshoot call quality issues (jitter, latency, QoS) with the network team and telecom provider. • Back up PBX configuration regularly and before any change. Backup and disaster recovery • Run and monitor daily backup jobs for servers, Microsoft 365, network devices and PBX. • Investigate failed jobs and rerun or escalate on the same day. • Perform scheduled test restores and record the results. • Follow the 3-2-1 backup rule and support DR drills. Other duties • Set up and support meeting rooms and video conferencing equipment. • Support regional offices remotely and travel when required. • Take part in an on-call rotation for critical outages. • Perform other IT tasks assigned by the IT Manager. • Bachelor's degree or diploma in IT, Computer Science, Electronics or a related field. • 2 to 4 years of hands-on IT support experience, including network and firewall administration. • Experience supporting a multi-site environment of 100+ users. • Bachelor's degree or diploma in IT, Computer Science, Electronics or a related field. • 2 to 4 years of hands-on IT support experience, including network and firewall administration. • Experience supporting a multi-site environment of 100+ users. • Fortinet FCP FortiGate Administrator (formerly NSE 4) • Cisco CCNA Technical skills • FortiGate configuration: policies, NAT, VPN, SD-WAN, security profiles, HA basics. • Cisco IOS switching and routing: VLANs, STP, inter-VLAN routing, ACLs, static and OSPF routes. • Solid TCP/IP, subnetting, DNS, DHCP, NTP and Wi-Fi fundamentals. • Windows Server, Active Directory, Group Policy, Entra ID and Microsoft 365 admin centre. • Working knowledge of Linux command line. • IP PBX administration, SIP and VoIP troubleshooting. • Backup platforms such as Veeam, Acronis or Synology, including restore testing. • Ticketing systems and remote support tools. • Packet capture and analysis with Wireshark.