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IT Support Engineer

Omnicom Solutions
Closing date
27 Jul 2021

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Technology & New Media
Contract Type
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Job Details

We are currently looking for an experienced ICT Support Engineer to join our established technical team. You will be responsible for supporting our clients remotely including if necessary field visits. This may involve support on Windows networks, associated cloud services, infrastructure and connectivity as well as being conscientious of data security and industry best practise. We need a candidate who's willing to adapt and grow with our business needs and objectives.

You will work alongside our existing support staff providing support to our educational & business clients. We strive for our support services to be friendly, helpful and positive in providing solutions to our clients' problems and rectifying issues which they encounter. You will be required to assist second and third-line support staff and will also facilitate new system & Audio-Visual installations, including Networking installs both in our tech centre and at clients' sites.

Candidates must have the following skillsets:
  • Windows desktop, and application support (Windows 7, 10, Microsoft Office, Sage 50 Accounts etc.)
  • Knowledge of Apple ecosystem (Apple School Manager, MDM Management)
  • Basic network troubleshooting measures, ping, traceroute, nslookup etc.
  • Administering Windows Servers, Active Directory, Exchange Server and Office 365
  • A good understanding of Group Policy and Azure AD Sync and managed printers.
  • Managing and maintaining backup technologies, VSS, Windows Backup, Veeam etc.
  • Virtualisation technologies such as VMware vSphere and Microsoft Hyper-V
  • Knowledge of common routers and firewalls such as Draytek, SonicWALL and VPNs
  • Audio Visual equipment (Smartboard, Projectors, Audio Aystems) installation and operation.
  • Creating and deploying at scale Windows images, using WDS.
  • The ability to carry out Networking Installs (including cabling, Repairs and Diagnosis and Troubleshooting)
  • Strong communication skills, methodical and logical approach are essential. Must enjoy problem solving.

Duties and Responsibilities
  • To provide technical support; answering support queries via phone and email.
  • To support users remotely.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be pro-active when dealing with user issues.
  • To log, update all calls on the call logging system.
  • Respond to enquiries from clients and help them resolve any hardware or software problems.
  • Support users in the use of computer equipment by providing necessary training and advice.
  • Update asset lists, keeping track of laptops, projectors and other ICT equipment.
  • Ensure satisfactory working state of equipment
  • Be able to support the use of operating systems: Windows 7, Windows 10 and Mac OSX.
  • Troubleshoot and assist users face-to-face, by phone, by email or by remote access.
  • Support users with varying knowledge and experience.
  • Undertake general admin duties.
  • Install software on laptops for staff across all departments.
  • Install, service and repair hardware.
  • Troubleshoot software compatibility issues.
  • Install projectors/smart boards/speakers/network/computers/printers.
  • Manage active directory accounts.
  • Maintain email functionality
  • Update and deploy computer images, experience would be beneficial
  • Ensure clients are getting regular backups.
  • Installation of Networking (inc Cabling, repairs and Diagnosis)
  • Deploy and check all users have updated Anti-Virus software.
  • Set up and assist staff with ICT equipment e.g. using projectors, setting up printers.
  • Provide Audio Visual assistance to users, e.g. staff meetings, assemblies, etc.
  • Some out of hours work will be expected and on-call support cover

Skills / Attributes Required
  • Previous experience (essential)
  • At least 3 Years Working in an IT Technician/Senior tech role
  • Excellent telephone manner
  • 'Hands on' approach and a willingness to learn
  • Flexible, pro-active approach
  • A Strategic Approach to planning Future IT Infrastructure
  • An in depth knowledge of Operating Systems, Networking, Hardware and Software
  • Strong experience with Active Directory, Group Policy, Hyper V
  • Excellent Server OS knowledge & Troubleshooting
  • Server Setup Experience
  • Excellent problem-solving skills
  • The ability to explain problems and solutions clearly to non-technical users
  • The ability to prioritise, work under pressure and meet deadlines
  • A patient and methodical approach
  • An awareness of health and safety
  • Knowledge of Networking infrastructure inc Wireless, and SMB Firewall Products
  • Appropriate ICT qualifications
  • The ability to work as part of an effective team
  • The ability to guide and teach current staff on effective methods
  • Ability to multi-task and prioritise projects effectively.
  • Strong customer facing experience, ability to work under own initiative without supervision and a flexible attitude
  • Any related IT or Computer Science Degree or related field
  • Full Driving Licence and access to own transport.
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