IT Service Support Engineer

Salary: £28,800 per year

£24,000

ROLE AND RESPONSIBILITIES:

As part of the larger IT function the ‘IT Support Technician’ is the first contact and resolution point for IT requests and issues raised across the organization, associated technologies, and applications.

PROVISION OF DESKTOP, SYSTEMS AND APPLICATION SUPPORT ON ALL TECHNOLOGY USED WITHIN THE BUSINESS.

• Be familiar with each of the company’s core applications and become an expert in answering questions in their use.
• Be familiar with the common IT hardware and networking issues and actively progress their resolution.
• Be proficient in the setup and administration of business users on the organisations systems and the security associated.
• Be proficient in the operation and administration of the organisations telephony systems and reporting and provide 1st line support for core changes and reporting requests.
• Maintain accurate logs for all issues regarding the operation of the company’s core systems.
• Be aware of the departments Service level agreements and be instrumental in ensuring they are met in a proficient and friendly manner.
• Escalate issues according to their severity to the appropriate IT specialists, support organisations and departmental heads.
• Be proficient in the monitoring and troubleshooting of the organisations infrastructure and liaise with the appropriate 3rd parties regarding issues or improvements.

PROVIDE MICROSOFT OFFICE 365 SUPPORT TO END USERS.

• Provide support to end users in the use of office 365 products.
• Be proficient in the core system administration tasks associated with Microsoft Office 365

ASSIST IN THE TESTING OF NEW SYSTEMS AND END USER TRAINING.

• Become proficient in the testing of new software supplied to support the company’s business.
• Assist in the preparation of training material to support the roll out of new or updated software.
• Log issues found through testing of software and escalate as appropriate.
• Be mindful of the interaction between core applications and network resources and raise concerns or issues with the IT Manager or 3rd party as appropriate.
• Assist in ensuring that end user testing has sufficient data and system resources to complete testing and sign off new releases.

QUALITIES AND VALUES:

CONTINUOUS IMPROVEMENT.

• Actively identifies, logs, and resolves issues that are hampering the business, its users, or customers.
• Identifies solutions to resolve technical issues.
• Improve business processes and the use of technology.

OUTSTANDING SERVICE.

• Promotes IT and its benefits across the organisation.
• Provides an efficient and accurate conduit between the business and the specialist IT functions.
• Actively identifies areas where IT and its use can be improved.
• Proactively informs and educates end users, actively looking to identify how their responsibilities can be improved through the technology at the business’s disposal.
• Maintains excellent relationship and communication with internal departments and external suppliers, providing appropriate and accurate information in order for them to be able to provide a high level of customer service.

COMMITTED.

• Selflessly takes ownership of issues and ensures they are addressed appropriate to the business impact.
• Actively researches new technologies and software in the support of the business
• Tenacity in getting tasks finished, within agreed deadlines, to budget and required quality standards.

TEAMWORK.

• Promotes IT as a cohesive team and promotes cross interaction across disciplines.
• Works closely with team members to resolve issues or implement change throughout the business.
• Excellent collaborator between the business and its technical resources.
• Actively prepared to take on additional duties or challenges faced within the team or by the business.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

1. Excellent customer facing skills and ability to work under pressure to meet deadlines with strong attention to detail and accuracy.
2. Good understanding of networking concepts such as subnets, DHCP, routing, switches, firewalls.
3. Proficiency in Windows 10 and its support facets, including Windows Server where appropriate.
4. Good understanding of hardware troubleshooting and equipment setup.
5. Can demonstrate understanding of the principles in domain administration (AD & Group Policy) and corporate security.
6. Knowledge of PBX telephony systems; With a general understand of call routing and configuration concepts.
7. Troubleshooting and basic maintenance of commercial office printers.
8. Good knowledge of MS Office 365 (including exchange) both in application and administration.
9. Excellent verbal and written communication skills.
11. Understanding in corporate I.T. security practices.
12. Formal experience on service desk practices (ticket logging and asset registers).

PREFERRED SKILLS

1. Experience in both direct on-site user support and remote user support.
2. Exposure to SharePoint and Teams administration.

ADDITIONAL NOTES

The role requires from time to time to work as part of a flexible Rota to provide extended hours and weekend cover.

You may have experience of the following: IT Service Engineer, IT Service Desk, Service Desk Engineer, IT Helpdesk, IT Support, IT Support Technician, Systems Administrator, Technical Support Analyst, System Support Analyst, Technical Support, 1st Line Support, Support Analyst, Help Desk, System Engineer, IT Support Analyst, etc.

Ref: 107 784