Group IT Engineer

Location: Cheltenham, Gloucestershire The Role We are seeking a proactive and customer-focused IT Engineer to join our Group IT Regional Operations team. Reporting to the Group IT Regional Operations Lead, you will play a key role in delivering high-quality IT support and infrastructure services across the region. This is a hands-on position supporting end users, networks, servers, and digital workplace technologies, while contributing to service improvement initiatives and regional IT projects. The successful candidate will be passionate about technology, enjoy troubleshooting complex technical issues, and be committed to delivering an exceptional customer experience. Key Responsibilities Duties include but are not limited to: Providing 2nd line support for regional desktop and digital workplace services, including end-user devices, printers, mobile devices, and meeting room technology. Providing 2nd line support for regional connectivity, networking, and infrastructure services. Providing 2nd line support for regional server infrastructure and associated systems. Carrying out routine maintenance, monitoring, and health checks across key systems and infrastructure. Creating and maintaining Standard Operating Procedures (SOPs) to support knowledge sharing and shift-left initiatives. Supporting the delivery of regional IT projects and technology rollouts. Diagnosing and resolving hardware, software, networking, and infrastructure incidents within agreed service levels. Maintaining accurate service tickets, asset records, and technical documentation. Collaborating with internal teams, vendors, and third-party suppliers to support service delivery. Contributing to continual service improvement by identifying recurring issues and recommending enhancements to processes and systems. Ensuring compliance with company security policies, data protection requirements, and operational procedures. Your Skills We are looking for candidates with: Previous experience in an IT support, field service, or IT engineer role. Strong troubleshooting and problem-solving skills across hardware, software, networking, and infrastructure technologies. Working knowledge of Windows desktop and server environments. Understanding of networking fundamentals, including TCP/IP, DNS, and DHCP. Experience working with service desk platforms, ticketing systems, and IT service management processes. Excellent customer service and communication skills with the ability to engage effectively with technical and non-technical stakeholders. Strong organisational skills and the ability to prioritise workloads in a fast-paced environment. A proactive approach to continuous improvement and documentation. Desirable Qualifications ITIL Foundation certification. CCNA certification. CompTIA A+, Network+, and/or Security+ certifications. Microsoft certifications such as Azure Fundamentals, Windows Client, or Modern Desktop Administrator. Experience supporting enterprise environments within mid-sized or global organisations. Additional Requirements Full UK driving licence. Willingness to travel to other company sites as required. Ability to work on-site in Cheltenham five days per week. What's in it for You? This is an excellent opportunity to join a growing IT team where you'll have exposure to a broad range of technologies, contribute to exciting projects, and play a vital role in maintaining and improving critical business services. You'll be encouraged to develop your technical skills while making a real impact on service delivery and user experience.