Company Overview:
BaseRock IT Solutions are a leading provider of IT/OT Support Services and Cyber Security, with a dedicated internal team, we strive to provide the best service possible to our customers whether delivering technical support, leading large international projects or providing expertise to senior stakeholders.
We are always looking to work closely with our customers to provide the absolute best levels of support and by providing modern technology solutions to enable them to reach their goals.
Job Overview:
*Important - please note locations
As an Onsite Technical Engineer, you will provide dedicated support to one of our customers based in Market Drayton, Shropshire. Your working week will consist of three days on-site with the customer. With the remaining working days split between working at BaseRock office in Stokenchurch, Buckinghamshire and working from home.
While working onsite for our customer you will be the primary point of contact for our customers team of automation engineers, dealing with IT related support requests and maintenance of the company’s OT network. You will be responsible for the site covering Server, Storage and Network support. You will have access to central BaseRock engineers for assistance and escalations.
As a Technical Engineer at BaseRock HO and while WFH you will work as part of the Central Technical Support team. Reporting to the IT Service Manager you will be first point of contact for technical issues raised to our Support Desk. You will be responsible for logging tickets, troubleshooting IT/OT related issues and being part of the escalation process when required.
This role requires you to have strong verbal and written communication skills, technical troubleshooting skills and being a team player within a strong technical team.
BaseRock offers the opportunity for the successful candidate to work within an experienced team, you will have the opportunity to learn new technologies and skills to help support you in your career growth. You will be required to work to a high standard and with your own initiative. There will also be opportunities to work as part of a wider team within large projects with senior team members of BaseRock.
Key Skills\Responsibilities:
- Act as a first point of contact for IT/OT related issues raised by onsite Automation Engineers.
- General housekeeping and administrative duties related to the customer IT/OT infrastructure.
- Respond to alerts raised by customer’s cyber security solutions.
- Be available for BaseRock engineers to contact you to help progress and close tickets raised on the Support Desk, this will include physical checks of hardware, network support and installations.
- Gain knowledge of site/network layout to support BaseRock engineers when site visit is required.
- Support 3rd party company visits by being site contact and supporting while present.
- Act as first point of contact for IT/OT support calls from our customers via phone making sure all calls are answered and dealt with in a professional manner.
- Logging tickets within our ticketing system while on the phone making sure all information is gathered and entered correctly to a high standard.
- Strong communication skills and ability to talk and guide non-technical customers and customers who may not have English as their first language.
- Taking ownership of your own tickets making sure all tickets are updated and resolved within SLA set.
- Ability to work independently and meet deadlines consistently.
- Capability to work under pressure and prioritise tickets.
- Identify and escalate repeating tickets to other team members.
- Proficiency in relevant tools and software related to the industry.
- Continuously seek opportunities to enhance skills and stay updated with industry trends.
- Pro-active attitude towards Technical Support.
- Professional manner when visiting customers with a can do attitude and willingness to help our customers.
- Making sure all internal documentation is updated and that internal procedures are followed.
Required Technical Skills:
- Good knowledge and understanding of computer hardware, operating systems and networks.
- Awareness of IT/OT infrastructure and security monitoring solutions.
- A good understanding and knowledge of M365 and other cloud technologies.
- Experience in using ticketing systems to log and update tickets accurately and to communicate with customers.
- A good understanding of how to diagnose technical problems for software and hardware issues while on the phone and by using remote support software.
- Provide support and advice for both Windows and macOS devices and key business software including Microsoft Office and Visio.
Qualifications:
- IT-related Qualifications/Certificate (CompTIA, Microsoft Certs, Apprenticeship in IT) would be an advantage.
- Full, clean UK driving licence.
Desirable skills and experience:
- 2 years of experience in an IT Helpdesk\Support role or similar.
- 2 years of experience in Customer Support role.
- 2nd language (French, Dutch, Italian, German).
- ITIL Certificate or experience and knowledge.
- Qualifications in networks, virtualisation, M365.
- Ability to automate tasks using technical skills.
- Knowledge in IEC 62443
Work Environment:
- On site will be based at our customers site in accordance with their workday.
- Office based in our newly re-furbished office in Stokenchurch just off the M40.
- BaseRock core hours: 9:00 – 17:30 (37.5 per week).
- Your own car and a valid driving licence are required, along with business insurance.
- We are an equal opportunity employer and value diversity.
Salary and Benefits:
- £28,000 to £34,000 per year depending on experience.
- Discretionary yearly bonus scheme dependant on company performance.
- 33 days holiday per year including Public Holidays, increasing by 1 yearly to a maximum of 38.
- Free on-site parking at site and at BaseRock office.
- Access to Salary Sacrifice electric car scheme.
- Training and Career growth.
- Opportunity to work on diverse and challenging projects
Application process:
Stage 1
Invitation to a 20 min phone call with the IT Service Manager and Head of Technical Delivery.
Stage 2
Interview at BaseRock office with the IT Service Manager and Head of Technical Delivery, this may include a technical test.
Pay: £28,000.00-£34,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Work from home
Application question(s):
- Willing to travel to other customer sites.
- Please note this role is based in Market Drayton Nr Shrewsbury, this role also requires travel to the BaseRock office in Stokenchurch Buckinghamshire.
Experience:
- IT support: 2 years (required)
Licence/Certification:
- Full, clean UK driving licence. (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Shrewsbury
