IT Support Engineer

GB3 Ltd
11 Mar 2018
20 Mar 2018
Contract Type
Full Time
IT Support Engineer

Job Purpose:

To provide technical IT support to customers of GB3; providing excellent customer service, technical support and effective communications about technology.

Responsible to:

IT Service Operations Manager

Responsible for:


Liaising with (Working Relationships):

Support Desk Team

Site Support

Hours of Work:

Hours as required; based on a 40 hours per week. Inclusion in out of hours rota.


GB3 Head office; with travel to customer sites within the UK as required.

Disclosure Level:

This post is subject to an enhanced DBS disclosure

Main / Core Duties:

The IT Support Engineer role is to respond to email and phone support requests to maintain the operation of the customers’ computer systems to an agreed level.

This individual will provide primarily remote and some onsite support, ensuring the business is supported to achieve its targets.

The IT Support Engineer will be responsible for both reactive and proactive maintenance activities.There will also be a requirement to contribute to IT projects.

Operational Planning:

To deliver support services effectively and efficiently

To ensure support services are available during core operational times for given areas of responsibility

To ensure servicing and maintenance schedules are undertaken at the designated times

Service Provision:

To work in line with Service Level Agreements, ensuring that targets are met.

Follow agreed processes and procedures for the support teams.

In the event of recurring incidents with significant repercussions, try to identify and suggest permanent solutions.

Resolve any issues with personal work delivery as identified.

Keep current with the latest service industry and educational developments.

Understand and clearly communicate the service requirements of GB3’s customers to peers and direct reports.

Assist in the implementation of all IT policies and procedures, especially those for service provision.

Follow policy and procedures relating to asset management for IT hardware, software, and equipment.

Any other tasks as required for the provision of IT support to the customers of GB3, and/or the operational requirements of GB3

Person Specification:

University degree or college diploma in the field of computer science, or similar, or one year’s equivalent work experience. within an MSP support environment.

General knowledge of service and application delivery, preferable to have successful service level agreement accomplishments.

Understanding and preferable experience of ITIL processes and service delivery software is advantageous

Good knowledge of IT technologies including; -

·Windows Server

·Windows Operating Systems (windows 7, windows 10, internet explorer)


·Microsoft Application Support (Outlook, word, excel etc)


·Active Directory/Exchange

·Hardware Support - Desktops, Laptops, Printers, Phones

·Service Management tools for ticket handling

·Networking (switches routers & firewalls)

Knowledge of VMware & HyperV is advantageous.

A good analytical mind, able to tackle a problem from different angles and make decisions quickly

Strong communication and negotiation skills

Excellent written and oral communication skills.

Excellent interpersonal skills.Must be a team player.

Ability to conduct and direct research into IT issues and products as required.

Ability to present ideas in business-friendly and user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Evidence potential for analytical, evaluative, and problem-solving abilities.

Ability to effectively prioritise and execute tasks in a high-pressure environment is advantageous.

Strong customer service orientation.

Driving license as site visits will be part of the role.

Service Development:

To continually seek to develop service and make improvements

To extend all services to existing and new stakeholders

To work with colleagues and partners to explore possibilities for service development

Staffing and Staffing Development:

Apprentices where applicable

Quality Assurance:

To deliver IT Service effectively and efficiently

To achieve Service Level Targets.

To maintain monitoring of systems within the scope of existing or approved products.

Management Information and Administration

Completion and filing of service tickets in the service desk system for self and team.

Recording of all major incidents, remedial activity and future actions following.

Maintenance of all IT service documentation


Ensure that in all communications with service users that the values of GB3 are demonstrated.

Marketing and Liaison:

Develop, nurture and maintain the positive image of GB3

Attend all functions and meetings necessary to support the delivery of the role, promoting the values of GB3

Actively promote the service of GB3

Management of Resources (Other than People):

Responsibility for the safe use and safe keeping of IT Infrastructure

Laptop, & other electronic assets as appropriate to the role.

Corporate Responsibility:

To abide by and implement all policies and procedures of GB3, including being aware of and responsible corporately and as an individual for Health and Safety and IT security policies and procedures

Information Security

To follow the requirements of the Information Security Management System as appropriate to this role function.

Other Specific Responsibilities:

To carry out all duties in the most effective, efficient and economic manner

To continue personal development in the relevant area

To participate in the staff review and appraisal process

Safety training to ensure current knowledge of safety policy and legislation relevant to the area is maintained

General Statement:

This job description is current at the date shown, but in consultation with you may be changed to reflect or anticipate changes in the job, commensurate with the grade and job title

This job was originally posted as

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