Support Engineer

Role overview

Belong is hiring a Support Engineer to join its Central Services IT team on a 12-month fixed-term contract. The position is based at Pepper House in Nantwich and includes hybrid working under Belong’s hybrid working policy. This role offers a chance to grow an IT career while contributing to practical support for colleagues across the organisation.

You will be an early contact for staff needing technical help, resolving routine issues and directing more complex matters to the appropriate specialist quickly. The role suits someone who is organised, approachable and keen to build technical capability through hands-on experience, training and guidance from an experienced team.

Key responsibilities

In this position, you will handle day-to-day IT support across multiple channels and help keep services running smoothly.

• Take IT support queries by phone, email and the ticketing platform.
• Record, sort, assign priority to and assess incidents and service requests.
• Assist users with laptops, desktops, mobile devices and other peripherals.
• Resolve common issues related to passwords, user accounts, connectivity and standard applications.
• Keep users informed with clear, professional and courteous updates.
• Pass on unresolved or more advanced technical problems without delay.
• Support remote colleagues and teams based at other Belong sites.
• Prepare, set up and distribute laptops, PCs and mobile devices.
• Keep IT asset information and support logs accurate and up to date.
• Work within agreed procedures for ticket handling, escalation and issue resolution.
• Collaborate with the Lead Engineer, Senior Support Engineers and the wider IT function.

Requirements

Belong is not expecting advanced expertise from day one; what matters most is a willingness to learn, a genuine interest in technology and a helpful attitude.

• Fundamental knowledge of Windows desktop support.
• Familiarity with equipment such as printers, webcams and headsets.
• Strong communication and customer service abilities.
• Good organisation and a strong eye for detail.
• Ability to follow processes and keep accurate records.
• Confidence to manage priorities and stay composed under pressure.
• Basic understanding of networks, Wi-Fi and VPNs.
• Reliable, adaptable and comfortable working as part of a team.
• Interest in developing a career in IT support.
• Experience in customer service, helpdesk work or IT support would be useful.
• An IT-related qualification, or progress toward one, would be an advantage.
• A valid driving licence and the ability to travel to other Belong locations are required.

Benefits

• Annual salary of £29,871.
• Hybrid working arrangement in line with Belong’s policy.
• Access to learning and development support.
• Supportive team culture.
• Broad, practical IT experience.
• Access to Belong’s wider employee benefits.

Additional details

• Location: Pepper House, Nantwich.
• Working hours: 37.5 hours per week.
• Contract type: Fixed-term contract for 12 months.
• Belong is a values-led organisation focused on award-winning care and support through care villages and community services.
• The organisation’s purpose is to create a world where older people can live with choice, independence and opportunity.