IT Support Engineer

Position Overview:

We are seeking a talented and motivated IT Support engineer to join our team. As an IT Support Engineer, you will play a crucial role in ensuring the smooth operation of our IT systems and providing technical assistance to our employees. You will be the first point of contact for all IT-related issues and will work closely with fellow support engineers to resolve them efficiently.

Reports to: IT Service Delivery Manager

Key Responsibilities:

User Support: Provide high level technical support to our end-users via our internal helpdesk system, addressing hardware and software issues, troubleshooting problems, and resolving technical request in a timely and friendly manner in line with our business SLAs and policies.

Application support: Support and administer all internal IT systems and servers including Office, 365 Admin centre, Teams, OneDrive, SharePoint, MS Windows Server, MS Exchange, VMware, and MS Windows Enterprise.

System Maintenance: Perform regular maintenance, updates, and upgrades on hardware and software systems to ensure optimal performance and security.

Software Installation: Install, configure, and update software applications, ensuring they meet the needs of our employees in line with company policies and procedures.

Documentation: Maintain accurate documentation of IT systems and user guides to facilitate knowledge sharing and future troubleshooting.

Remote Support: Provide remote support for employees working off-site or in different locations.

Development: To shadow the Senior IT Support Engineers to gain confidence within the role, to develop under the guidance of the lead support engineer and IT service delivery manager.

Knowledge, Skills, Abilities:

• Ability to efficiently handle multiple requests through the IT Help desk system.

• Good motivational skills – can deliver tasks in difficult circumstances.

• Good decision making, problem solving and troubleshooting skills.

• Able to follow documented processes accurately without supervision.

• Strong verbal and written communication skills; including communicating with technical and non-technical internal clients and staff at all organisational levels.

• High level of customer service skills.

• Understanding of the ITIL framework would be welcomed.

Education and Experience:

• Microsoft Certified Professional or Microsoft Certified Software Engineer qualifications (or equivalent) or efforts towards such qualifications are desirable.

• One years’ experience within an IT or software providers organisation.

• Good troubleshooting skills for first call response/ resolutions within a helpdesk

• Good understanding of troubleshooting Microsoft Office 365

• An understanding of troubleshooting MS Windows Server

• Good understanding of troubleshooting Microsoft Windows OS

• Good understanding and working knowledge of Microsoft 365 Admin Centre

• An understanding and working knowledge of VMware

• Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.