Permanent | 37.5 hours per week | Salary: £25,000 – £30,000 per annum | Location: Coventry

About the role

We are looking for an experienced and customer-focused IT Support Engineer to join our IT team at the Heart of England Co-operative Society. Reporting to the Head of IT, you will play a critical role in supporting colleagues across the business by maintaining IT systems, resolving technical issues, and ensuring our technology infrastructure operates smoothly and securely.

This is a hands-on role that will suit someone who enjoys problem-solving, working across a varied estate, and providing high-quality technical support in a fast-paced environment.

Key responsibilities

As an IT Support Engineer, you will:

• Provide face-to-face and remote support to colleagues using Line of Business applications

• Install, configure, and maintain computer hardware, operating systems, and software

• Monitor and maintain computer systems, servers, and networks

• Diagnose and resolve hardware, software, and network faults, escalating where appropriate

• Manage helpdesk tickets, prioritising workloads effectively

• Set up and manage user accounts, profiles, and password resets

• Perform routine system maintenance including updates, patches, and backups

• Monitor system performance and take proactive action to ensure stability and efficiency

• Support and maintain IT infrastructure, including servers and networking equipment

• Implement and support IT security controls and policies

• Maintain accurate documentation for systems, processes, and troubleshooting

• Support the rollout and testing of new applications and technologies

• Participate in the out-of-hours on-call rota (1 week in 4)

About you

You will be an experienced IT support professional with a strong technical foundation and a customer-first mindset. You will be comfortable working independently as well as collaboratively, and able to communicate technical information clearly to non-technical colleagues.

Essential requirements:

• Proven experience in IT support and troubleshooting within a professional environment

• Strong working knowledge of:

  • Windows Server 2022

  • Microsoft 365

  • Active Directory

  • Windows desktop operating systems

  • Break/fix hardware support

• Excellent problem-solving, organisational, and communication skills

• A full UK driving licence

• 5 GCSEs (Grades A–C or equivalent), including Maths and English

• Flexibility to work outside standard hours and take part in the on-call rota

Desirable experience and knowledge:

• ITIL Foundation certification

• Retail or multi-site environment experience

• Project delivery experience

• Exposure to technologies such as Azure / Entra ID, SQL, virtualisation, VLANs, SD-WAN, and 3CX phone systems

Why join Heart of England Co-operative Society?

We are a values-led, community-focused organisation that reinvests profits back into the areas we serve. Joining us means becoming part of a supportive and collaborative team where your contribution makes a real difference.

In return, we offer:

• Competitive salary

• Opportunities to develop your technical skills and progress your career

• A supportive working environment with a strong sense of purpose