Your role at Veezu:
Reporting directly to the IT Support Manager, the Technical Support Engineer is responsible for delivering a first class onsite and remote technical support to internal and external corporate stakeholders. Engaged in call logging, detailed analysis, diagnosis, and effective resolution of Incidents, Service Requests, Application Support and Changes in line with ITIL, ISO27001 and Cyber Essentials Plus standards. When not undertaking business as usual support, Technical Support Engineers support various projects including Acquisitions, site migrations and upgrades working both at remote locations undertaking physical activities such as site network upgrades, office builds or decommissions, technology removal and Asset disposal.
You will travel to various Veezu locations across the UK as needed, a company vehicle will be made available as needed with all expenses covered in line with company policy. It is expected that working away and travel will account for approximately 40% of the role's time.
Who are Veezu?
Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!
What you’ll do:
Join a cohesive support team, acting as a unified point of contact to offer first and second line technical assistance through Phone, Email, Portal, On-Site, and Remote channels.
Proficiently receive, log, and manage user inquiries via the Call logging system, ensuring first-time resolutions wherever possible.
Engage actively in the rollout of both tailored and standard application enhancements.
Conduct routine maintenance tasks, such as ensuring Antivirus compliance, overseeing Security patch updates, managing Image builds & updates, and handling various IT Security responsibilities, notably user & security group administration within Active Directory.
Support with Application Support specific incidents and Service Requests as needed.
Consistently align with both individual and team SLA / KPI objectives, ensuring timely escalations to avert potential failures.
Support company acquisitions or projects by assisting with the integration, update and migration of network services, infrastructure, endpoint devices into the Veezu corporate environment across multiple locations.
Manage technology assets ensuring correct administration of records, storage of assets and undertaking asset disposals inline with policy.
Travel to various Veezu locations as needed providing on-site support undertaking physical activities such as installations of CCTV camera, datacentre upgrades, Pc builds and installations, patching, Wi-Fi access point installations, etc
Fostering relationships across the customer spectrum, always clarifying the steps to resolution and upholding our promise of "saying what we do and doing what we say."
Rigorously follow the escalation process to promptly notify senior IT management of any pressing issues.
Provide On-Call & Out-of-hours support as necessary.
Maintain a commitment to the highest ethical and professional standards in every interaction, ensuring quality in alignment with our company's core values.
Execute any additional tasks deemed appropriate by the Line Manager with the same level of dedication.
Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.
What you’ll need:
While an MCDST / A+ certification or its equivalent is highly recommended, what’s paramount is your demonstrable expertise in the domain with experience delivering excellence in previous roles.
A foundational grasp of ISO27001 and ITIL principles is a distinct advantage.
Demonstrate proficiency in various IT paradigms and technologies, including but not limited to PCs, Printers, Networking, Microsoft suites, Active Directory, and security solutions.
Beyond technical acumen, your problem-solving acuity, interpersonal finesse, commitment to timelines, attention to detail, and an inherent passion for continuous learning will set you apart.
Comprehensive expertise in Microsoft-based operating systems, especially Windows 10/11, complemented by hands-on experience with Google mail/Office 365.
Prior experience supporting operations centres alongside group business functions is an advantage.
Demonstrated knowledge in administering User & Security Groups within Active Directory.Proven track record in steering major incidents to resolution, adeptly managing business expectations and communications throughout.
Hands-on experience in OS image construction and the packaging and deployment of OS/Applications.
An unwavering commitment to delivering exceptional customer service, fortified by excellent telephone etiquette and interpersonal rapport.
Eloquence in both written and spoken communication, underpinned by a recognized English qualification or equivalent industry benchmark.
Result-Oriented Approach: Display intrinsic motivation and an aptitude to autonomously define, manage, and achieve key milestones and objectives.
Planning: Exhibit exceptional organizational acumen.
Communication Proficiency: Possess the ability to articulate thoughts with clarity.
Proactive Adaptability: Embody a proactive ethos, taking initiative when appropriate, pinpointing areas ripe for improvement or transformation.
Collaborative Spirit: Commit to the broader team's vision, actively collaborating to achieve overarching goals.
Where you’ll be:
This role is office based and you will be based working out of our Cardiff HQ with the expectation that you will travel to and work from our hubs across the UK and Ireland as and when needed for the proper performance of your role.
Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
