Recruitment Profile
Job Title: IT Support Engineer – 1st & 2nd Line Support
About the Job
This support role will be responsible for a supporting & maintaining the daily operation of our digital networks and assets. Providing 1st and 2nd Line support to end users and other colleagues, ensuring the availability, resilience and recoverability of network services.
The IT Support Engineer will work closely with the Senior IT Team to provide excellent customer support, ensuring timely resolutions to support requests and escalate support, where required.
The role will also involve assisting in investigating, designing, trialling, and implementing new technologies for efficiency, performance and outcomes that benefit both people and the business, in line with organisation requirements.
About YouBehaviours and Values
· Works in a way that complies with legislation and organisational policies and procedures on health, safety and risk management.
· Understanding of the commitment to equality of opportunity and good working relationships
· Communicate using plain language when carrying out duties.
· Challenge constructively and accepts constructive challenge from others.
· Shares knowledge, information and best practices
· Positive and flexible approach to work with an ability to cope with uncertainty and adapt whilst working in busy environment.
· Promote change and improvements.
· Acts within the limits of own competence and authority at all times and honestly represents own expertise and abilities to others.
· Undertake a DBS check in order to secure a position within the organisation.
Skills and Abilities
· Good communicator with people at all skill levels, adapting to audience when required, with excellent writing and data entry skills.
· Delivers clear information and instructions to other staff and users.
· Able to maintain confidentiality and trust.
· Manage staff expectations, is persuasive and able to negotiate.
· Excellent time management and organisational skills and ability to prioritise own work effectively.
· Work calmly under pressure in a busy environment, capable of multitasking and adapting workload to changing priorities.
· Is an enthusiastic, effective and valued team player.
· Hold a full UK drivers’ licence with no convictions or offences and be able to travel to other offices when required.
Experience and Knowledge
· Knowledge of PC hardware and operating systems, including installation, support and troubleshooting
· Knowledge of PC peripherals, including installation, support and troubleshooting
· Experienced in supporting substantial numbers of users and working as part of a professional support team.
· Experience in a role requiring customer contact.
· Has experience of providing advise to user on system function and best practices.
· Experience of following documented procedures
· Comprehensive knowledge of Microsoft Office applications and MS 365 environment
· Demonstrable knowledge of keeping managers and stakeholders updated of the status of large and complex change or update projects via formal and informal communications.
Qualifications and Training
· Educated to A-Level standard or above and/or have a first degree in a science/engineering discipline.
· Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT.
· Technical knowledge of IT hardware, operating systems and end-user productivity tools
· Maintain up to date knowledge of technical hardware and software used within the organisation.
· Familiarity with online technical and support resources
Functional Responsibilities
· Provide a proficient IT support service to our staff in the offices of White and Company and associated subsidiaries of the Whitport Group
· Provide local and remote support for all hardware, software and network faults.
· Escalate any incidents that cannot be resolved to the relevant team member, and to continue to assist in the resolution.
· Investigate and manage problems with end user devices, software, systems, local server room and communication technologies.
· Carry out service requests, and maintenance work packages and tasks to ensure the reliability of IT services to end users.
· Responsible in the installation and configuration of end user equipment, systems, software and communication systems across the organisation
· Responsibility for patch management and anti-virus on desktop and mobile devices
· Support the development, testing and implementation of IT systems across the organisation.
· Participate in the auditing of hardware and software and maintaining up to date asset registers.
· Assist users in making more affective use of desktop systems, products and services by providing IT training, and highlight any further training requirements to the Senior IT Team
· To manage own workload and use own time effectively and productively.
· To carry out other duties as may be reasonably required by the Senior IT Team and SLT
Benefits Information
What’s great about this post?
This is an excellent opportunity to join a busy and fast paced team where you will get to work with a diverse group of people and across many different systems.
We are looking for an organised and flexible IT Engineer, capable of using their own skills and expertise to work effectively on your own, under pressure of deadlines & be able to prioritise your own workload.
You will be self-motivated with excellent attention to detail, a natural ability to plan ahead, be keen to apply and grow your excellent troubleshooting skills and be able to communicate effectively with individuals at all levels.
Terms and Conditions
Salary
£28K - £35K depending on qualification and experience
Hours of Work
Monday to Friday, 8:00am to 5:00pm
Full Time, Permanent Role
(after successful probation period)
Leave and Bank Holidays
20 days holiday per year plus bank holidays
Pension
Pension available to all employees
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Bereavement leave
- Company pension
- Free flu jabs
- Free parking
- On-site parking
Work Location: In person
