IT Support Engineer

Location: St Albans

Reports to: Hosting & IT Manager

Job Purpose

This role is integral in the smooth delivery of efficient IT services to both our clients and the internal team. The IT & DevOps Engineer has responsibility for proactively maintaining Netcel’s cloud IT infrastructure to maximise uptime whilst ensuring IT systems are easy to use and accessible to users at Netcel.

Through Netcel’s ticketing helpdesk system, you will investigate and resolve support enquiries. The role also has responsibility for assisting in supporting Netcel’s web hosting cloud infrastructure.

Reporting to the Hosting & IT Manager, you will have the opportunity to gain extensive knowledge in IT infrastructure, cloud-based systems, and web hosting with hands on experience in administering Microsoft infrastructure.


The role is varied and requires an ability to prioritise and work well under pressure. Specific responsibilities include but are not limited to:

  • Manage and process support requests with help from ticket system to help prioritise in terms of urgency.
  • To be first point of contact for all software and hardware issues.
  • Work on ways to automate and improve development and release processes.
  • Overseeing the release of code to production environments.
  • Ensuring infrastructure is maintained, up to date and meets uptime SLA’s.
  • Ensure systems are safe and secure against cyber threats.

Skills and Experience

We expect you to be passionate about IT, customer service, and technology in general. You can expect technical challenges, excellent opportunities for professional development, and involvement in key projects.

The role will suit an undergraduate or recent graduate looking to gain more experience in IT or someone with an interest in IT and the necessary skills to hit the ground running.
You will have:

  • Effective communication skills, both written and verbal
  • Strong attention to detail
  • Hands-on experience of installing IT hardware and software
  • The ability to prioritise effectively
  • Confidence, patience, politeness, tact, and diplomacy when dealing with difficult situation
  • Problem-solving skills
  • The ability to work under pressure and to cope in an environment with almost constant change

System knowledge

You should have good working knowledge of Windows & Mac desktop OS, to fully support end users.

The following skills would be an advantage but are not essential:

  • Office 365
  • Azure DevOps
  • Azure and/or AWS Infrastructure
  • Windows Server
  • IIS
  • SQL Server
  • Networking – DNS/DHCP, VPNs and firewalls
  • A Microsoft Certification
  • Experience with a ticket system (Zendesk)
  • MDM endpoint management, specifically Intune
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