Location: Hybrid - Liverpool, Merseyside (3 days a week on site following probation)
Job Type: Full-time, Permanent (37.5 hours)
Salary: Competitive, based on experience + benefits + package
Security Clearance Requirements
The role requires eligibility for Security Check (SC) clearance. Applicants must:
* Have the right to work in the UK
* Have lived in the UK continuously for the past 5 years
* Have not spent more than 6 months outside the UK during that period
* Be willing to undergo security vetting as part of the onboarding process
About the Role
As a Systems Support Engineer, you will be the first point of contact for our users, providing first‑line technical assistance via phone, email, and remote tools. You will resolve incidents, fulfill service requests, manage user accounts, and contribute to continuous improvement using ITIL 4 best practices.
Key Objectives
* Be the face of IT support: Provide first‑line technical assistance via phone, email, and remote tools, delivering outstanding customer service.
* Own the ticket lifecycle: Log, triage, and resolve incidents and service requests in our ITSM platform, aiming for first‑contact resolution wherever possible.
* Deliver against SLAs: Work within agreed service levels, proactively communicate risks, and escalates when necessary.
* Keep users informed: Maintain clear, timely updates on ticket progress from start to finish.
* Manage service requests: Handle account administration, reporting, and hardware/software configuration.
* Contribute to improvement: Create and maintain knowledge articles, support documentation, and participate in service enhancement projects.
* Champion best practice: Apply ITIL 4 principles pragmatically to improve processes and user experience.
Requirements
* Minimum 12 months in a Service Desk or IT support role.
* Excellent communication skills and a professional approach.
* Proven ability to deploy, configure, and support IT infrastructure, end‑user devices, and enterprise services across on‑premises and cloud environments.
* Experience with User Account Management using Active Directory (AD) and Microsoft 365 (M365).
* Hands‑on experience deploying, configuring, and troubleshooting end‑user hardware (desktops, laptops, peripherals).
* Strong understanding of IT service management principles, core infrastructure and cloud concepts, and familiarity with common technical terminology.
* Experience using remote support tools and applications.
* Confidence in assessing impact, prioritising, and escalating issues effectively.
* Collaborative yet able to work independently; comfortable in a fast‑paced environment and eagerness to learn new technologies.
* Familiarity with ITIL framework and ITSM tool platforms.
* Interest in developing skills and knowledge in a business with exciting growth plans focusing on Platform, Software, Data, AI, and related technologies.
Desirable Qualifications
* ITIL v4 Foundation or equivalent certification (not essential).
* Scripting or Automation skills (PowerShell, Python, or similar) for automating routine tasks.
Benefits
* 10‑hour shift flexibility (8 AM – 6 PM) with on‑call duties after probation.
* Security clearance process support.
* Private medical insurance.
* Inclusive culture and positive work environment.
* Continuous learning and development opportunities.
* Bonus potential based on performance.
* Discounts on a wide range of products and services.
* Pension scheme contributions.
* Electric Vehicle (EV) car scheme.
* Hybrid working policy.
* Additional benefits available at our career site.
Equal Opportunity
We are committed to equal opportunities and value diversity, equity and inclusion. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status or disability status. We strive to provide reasonable accommodation for applicants and employees with disabilities. Please contact us if you require any adjustments.
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