Support Engineer

About the role

Bluestone is seeking a motivated, customer‑focused Support Engineer to join its Service Management team. This role is ideal for an enthusiastic IT professional who enjoys problem‑solving, building stakeholder relationships, and driving continuous service improvement.

Key responsibilities

• Provide desktop and end‑user support, including building, configuring, maintaining and troubleshooting laptops, desktops, mobile devices, video‑conferencing systems and peripherals.
• Manage employee onboarding and offboarding activities such as hardware provisioning, account creation, access management and equipment recovery.
• Deliver technical support for business applications and systems, resolving incidents and service requests within agreed SLAs.
• Maintain accurate records in Jira, keep users informed of progress and ensure high‑quality customer communication.
• Monitor system alerts, perform daily operational checks, support automated processes and escalate critical issues to minimise business impact.
• Contribute to continuous improvement initiatives, IT asset and software licence management, employee training and vendor relationship management.

Required profile

• Previous experience in Desktop Support, Service Desk, IT Support or End‑User Computing.
• Strong troubleshooting skills across Windows operating systems, desktop hardware, software applications and mobile devices.
• Excellent customer service and communication abilities, with capacity to build relationships at all business levels.
• Proactive problem‑solving attitude and ability to manage multiple priorities in a busy environment.

Required skills

• Microsoft 365
• Active Directory / Microsoft Entra ID (Azure AD)
• Jira Service Management or similar ITSM platform
• Windows OS troubleshooting
• Hardware support for laptops, desktops, mobile devices and peripherals

What we offer

• Employee Assistance Program (EAP)
• Flexible working arrangements
• Parental, birthday and volunteer leave
• Inclusive culture with focus on professional growth