Junior IT Support Engineer (SFIA 2)

These are the expected objectives for this role. We are happy to discuss this further during the interview process with the successful candidate.

• Provide First-Line Technical Support – Deliver technical assistance in person, via email, and through remote access for hardware, software, and network-related issues.
• Ensure Efficient Issue Resolution – Diagnose, troubleshoot, and resolve technical problems promptly, escalating complex issues to second- or third-line support when necessary.
• Manage and Track Support Tickets – Accurately log, track, and update incidents and service requests using Atlassian Jira.
• Maintain Clear Communication – Keep users informed on the status of their issues, providing timely updates and ensuring excellent customer service.
• Support IT Equipment Setup – Assist in configuring and deploying laptops, mobile devices, and other IT equipment.
• Follow and Improve IT Procedures – Adhere to established processes while contributing to internal documentation and knowledge base improvements.
• Collaborate with Team Members – Work closely with colleagues to complement IT support services and meet service level agreements (SLAs).
• Ensure Adherence to SLAs – Work efficiently to resolve issues within agreed timeframes and maintain high customer satisfaction.
• Contribute to Knowledge Sharing – Update and improve internal documentation, sharing insights to enhance team efficiency.
• Stay Updated on IT Trends – Continuously develop technical skills and stay informed about new technologies and best practices.

• Previous experience in a first-line IT support role
• Strong working knowledge of MacOS, Windows and basic networking
• Experience with Google Workspace, M365
• Experience of Okta and Jamf
• Good understanding of IT Security (anti-virus, encryption and authentication)
• Able to work in the office Minimum 3 days a week

You don’t meet all the requirements?

Studies show that women and black, Asian and minority ethnic people are less likely to apply for a job unless they meet every qualification. So if you’re excited about this role but your experience doesn’t align perfectly with the job description, we’d love you to still apply. You might just be the perfect person for this role, or another role here at Zaizi.

We actively welcome applications from people of colour, the LGBTQ+ community, individuals with disabilities, neurodivergent individuals, parents, carers, and those from lower socio-economic backgrounds.

If you need any accommodations to support your specific situation, please feel free to let us know. For candidates who are neurodiverse or have disabilities, we are happy to make any adjustments needed throughout the interview process—just ask!

SC Clearance:

Zaizi works with UK Central Government departments on a range of projects. To be able to work on our customer projects, employees must be Security Cleared to a standard acceptable to our Government customers. Due to this restriction we can currently only recruit candidates who have the right to work in the UK without sponsorship and who have lived in the UK for the last 5+ years continuously.

Interview Process:

1st stage:

Initial phone screening done by a member of the recruitment team

2nd stage:

Technical interview, this stage evaluates your technical expertise and problem-solving abilities, especially if you're applying for a technical role.

Final Stage:

10-15 min presentation and a panel interview where multiple people from different departments ask you questions.

Salary: up to £25k-£30k

25 days paid holiday, plus bank holidays

BUPA medical insurance
Workplace Pension 5% employer contribution
Group Life Assurance
Cyclescheme
5 days a year for approved Training
WFH equipment allowance
Buy / Sell Holiday
2 days paid volunteering days

Other benefits:
Flexible working
Work on exciting projects - make a difference
Empowered to make decisions
Encouraged to fail fast and learn quickly

For further information contact- [email protected]

Nat Hinds-Head of Talent

Kayla Kirby-Talent Acquisition Specialist