IT Support Engineer
Reporting to the IT Lead, the Support Engineer will be predominately office based supporting multiple users on an Ad-Hoc or scheduled basis, responding to incidents and issues logged by the customer. They will also be influential in supporting wider business projects and helping them achieve their objectives using IT; and provide training and advice to ensure they feel confident using the IT resources available.
The ideal candidate for this role will need to have strong customer facing and problem-solving skills. They will need to be able to work as part of a European team delivering excellence in IT support to the wider organisation.
Support of all IT related equipment, mainly end user devices, conferencing devices and a "lite" server room. This will include the end-to-end management of problems through to resolution.
Incident Management. You will be responsible for the technical progression and resolution of incidents that are allocated to you, and you must also ensure that all systems used to carry out work activities are updated on a real time basis including the completion of detailed and accurate ticket notes. You will be expected to follow the communication and escalation steps as outlined in process documentation, including change control.
Maintaining effective technical documentation & governance ensuring that it remains current and accurate at all times.
Effective input and contribution to IT related projects.
Always maintain a professional and effective relationship with customers and work colleagues at all levels. This will include effective engagement with local teams, remote teams, and 3rd party stakeholders/vendors.
You will actively participate in new process implementation and continual service improvements, which will include insight from customer complaints/issues following internal processes and standards in line with best practice to improve customer satisfaction.
REQUIRED SKILLS AND COMPETENCIES
Maintenance and Support of Desktop & Mobile Devices inc. Laptops (Windows & Mac)
Peripheral Support inc. Printing, Scanning, Conferencing hardware, Interactive Screens, Projectors and Audio\Visual Equipment.
Microsoft Products including Windows 10, Office 365 Applications.
Basic knowledge of Cloud Platforms in particular - O365.
Image build and deployment tools.
Basic knowledge of Wireless systems.
Backup procedures and routines.
Excellent communication skills, written & verbal
Efficient use of communication and collaboration tools, in particular MS Teams & JIRA.
Confidence in working as part of a Remote Team collaboratively to solve problems.
Effective management & prioritisation of personal workload.
Confident customer engagement and putting the customer at the heart of everything we do
Working to and meeting deadlines.
Proficient in the use of spreadsheets and word processing packages in the production of reports, records & audits