IT Support Engineer

Application Deadline: 9 June 2026

Department: Support Services

Employment Type: Permanent

Location: Tilbury 1

Description

As an IT Support Engineer at Seras, you’ll be based at our Tilbury site, delivering 1st to 3rd line IT support with a strong emphasis on face‑to‑face support for the local business, while also supporting our wider national organisation.

The role blends hands‑on technical support with project work, covering the maintenance and improvement of existing systems, resolution of complex technical issues, and the delivery of change to future‑proof our IT services.

Occasional travel to other Seras sites will be required.

Key Responsibilities

Provide 1st, 2nd and 3rd line IT support, resolving end user, system, and infrastructure issues
Act as the senior technical escalation point for complex and high priority incidents
Act as the initial point of contact in the absence of the IT Manager
Configure, deploy, and support servers, networks, end user devices, and IT peripherals (including laptops, mobiles, printers, scanners, and UPS)
Monitor and manage IT systems to ensure optimal performance, availability, and uptime, working with suppliers where required
Take ownership of service desk tickets and assigned projects, delivering within agreed SLAs, time, cost, and quality targets
Collaborate with internal teams and external partners on support activities and project delivery
Maintain a strong focus on cyber security, proactively protecting systems and assisting with Cyber Essentials / ISO accreditation
Drive continuous improvement, identifying opportunities to enhance IT services, systems, and processes
Support and optimise the organisation’s cloud first Microsoft environment, including Microsoft 365, Power Platform, Forms, and automation
Create and maintain technical documentation, solutions, and knowledge bases for IT staff and end users
Mentor and upskill members of the IT team, promoting best practice and technical consistency

Skills, Knowledge and Expertise

Essential:

ITIL qualification or strong working knowledge of ITIL principles
Strong experience providing 1st–3rd line support
Strong networking knowledge, including troubleshooting and configuration of LAN, WAN and wireless networks (Cisco experience preferred)
Strong working understanding of Microsoft Azure services
Experience working in a cloud first Microsoft 365 environment
Experience leading a service team to deliver high‑quality end‑user support

Desirable:

Experience leading and managing IT projects from initiation through delivery, with clear accountability for meeting agreed SLAs
Experience working in a fast‑paced, ticket‑driven service desk environment
General understanding of Power Platform– with experience creating, troubleshooting and maintaining Power Automate flows.

Benefits

Health cash plan & virtual GP access
Pension scheme & life assurance
Employee referral scheme
High street discounts
Driver representatives & employee forum
Personal development opportunities
Employee Assistance Programme
Free eye tests

Seras

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