IT Support Engineer

Ocean Holidays

10d

About The Position

Ocean Holidays is seeking an experienced, proactive IT Support Engineer to own day-to-day IT support for approximately 200 users in a modern, Microsoft-focused hybrid environment. This hands-on 1st and 2nd line role covers investigation and resolution of technical issues from initial contact to closure. The engineer will work with senior IT colleagues and escalate complex infrastructure, architectural, development, supplier or specialist issues as needed. The role provides support across Windows endpoints, Microsoft 365, identity and access, applications, printing, connectivity, peripherals and networking. The engineer will support users remotely and face-to-face, administer accounts and access, manage endpoint deployments, investigate infrastructure issues, maintain ticket records and documentation, and liaise with suppliers. Infrastructure design and architecture remain the responsibility of senior colleagues. The position also involves identifying recurring issues and opportunities to improve service through permanent fixes, automation and AI-assisted support. The engineer will help test and improve troubleshooting guidance and workflows and develop PowerShell and Microsoft automation skills alongside senior colleagues. The role offers opportunities to build expertise in endpoint management, identity, networking, automation, cloud technologies and infrastructure projects, with potential progression toward senior support, systems, cloud or infrastructure engineering positions. The technical environment includes Windows 11; Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive; Microsoft Entra ID; Active Directory and Group Policy; Microsoft Intune and Windows Autopilot; Windows Server; TCP/IP, DNS and DHCP; LAN, Wi-Fi and VPN; endpoint security and compliance; RMM and ITSM platforms; and PowerShell. The role also offers exposure to cloud infrastructure, firewalls and virtualisation.

Requirements

Proven commercial IT support experience, including hands-on experience resolving 2nd line technical issues.
Strong Windows desktop and corporate endpoint troubleshooting skills.
Practical experience administering and troubleshooting Microsoft 365.
Experience administering Active Directory and/or Microsoft Entra ID, with a good understanding of user accounts, groups, permissions and identity management.
Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi and general network troubleshooting.
Logical and methodical problem-solving skills, including the ability to investigate unfamiliar issues and identify underlying causes.
Confidence managing incidents from initial investigation through resolution, prioritising workloads and working independently.
Excellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical users.
Ability to deliver a high standard of customer service.

Nice To Haves

Experience or knowledge of Microsoft Intune and Windows Autopilot.
Experience or knowledge of Conditional Access and multi-factor authentication (MFA).
Experience or knowledge of hybrid Active Directory and Microsoft Entra environments.
Experience or knowledge of Group Policy and Windows Server.
Experience or knowledge of Microsoft Defender or other endpoint security tools.
Experience or knowledge of switches, firewalls and VPNs.
Experience or knowledge of RMM and ITSM platforms.
Experience or knowledge of PowerShell, Power Automate or API-based automation.
Experience or knowledge of infrastructure or cloud projects.
Microsoft or other relevant industry certifications; equivalent practical experience is also valued.

Responsibilities

Act as the primary point of contact for IT support and own incidents and service requests through investigation, resolution and closure.
Resolve 1st and 2nd line issues across Windows, Microsoft 365, authentication, applications, printing, connectivity and peripherals.
Investigate recurring problems and identify effective long-term solutions.
Learn and support the application suite, including travel SaaS services and bespoke platforms.
Provide remote and face-to-face support to users at all levels, prioritising requests and keeping users informed.
Escalate complex issues to senior infrastructure, development, supplier or specialist teams, supplying clear diagnostic information.
Support Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.
Administer Microsoft Entra ID and Active Directory user accounts, groups, permissions and access.
Manage joiner, mover and leaver processes securely, following least-privilege principles.
Troubleshoot authentication, MFA and Conditional Access issues.
Build, deploy and support Windows endpoints using Microsoft Intune and Windows Autopilot.
Support application deployment, device configuration and compliance, and use RMM tools to investigate faults and maintain devices.
Diagnose hardware faults, coordinate repairs or replacements and maintain accurate asset records.
Independently investigate and resolve infrastructure and networking issues, including LAN, Wi-Fi, VPN, TCP/IP, DNS, DHCP and basic switch and firewall diagnostics.
Investigate Active Directory and Group Policy endpoint issues in a hybrid Active Directory and Entra environment.
Gather diagnostic information before escalation and support infrastructure changes, migrations and projects alongside senior colleagues.
Maintain accurate ticket records, technical documentation and knowledge-base articles, including information that can support automated tools.
Identify recurring incidents and repetitive requests that could benefit from permanent solutions or automation.
Help test and improve AI-assisted troubleshooting guidance and automated support workflows.
Develop PowerShell and Microsoft automation skills and work with senior colleagues to automate routine tasks.
Liaise with third-party suppliers when external support or escalation is required.
Deliver a reliable, responsive and professional IT support service, independently resolving most incidents and contributing to continuous improvement.

Benefits

Discounted personal travel and access to a dedicated staff travel agent.
Private health care after passing probation (WPA).
Discounted gym membership at Nuffield Fitness & Wellbeing Gyms and Fitness First, and discounts for Spabreaks.com and Yourgolftravel.
Profit Related Pay.
Flexible, remote or hybrid working.
Employee Assistance Programme providing confidential support 24 hours a day.
Access to free professional financial advice.
Enhanced family-friendly policies.
Long service awards.
Cost of an eye test and a contribution towards glasses.
Life insurance.
Additional holiday days based on length of service.
Christmas saving scheme.
Day off on your birthday.
Two dedicated charity days (“Do the Right Thing” days).
Reward Gateway employee discount platform.
Cycle to work scheme.
Smart Tech after passing probation.