My client is seeking a skilled IT Support Engineer to provide advanced technical supportwithin their organization.
This role involves troubleshooting complex IT issues,supporting end-users, and ensuring the smooth operation of the IT Service Desk.The ideal candidate will have a strong technical background, excellent problem-solvingskills, and the ability to work independently and as part of a team. This is an office-based role but offers some flexibility. Asolid understanding of networking fundamentals is desirable.
Role Responsibilities:
Provide support for IT incidents and service requests, including hardware,software, network issues, and to manage and document these requests usingour Fresh Service ITSM tool.
Communicate effectively with users to understand their needs and provideoptimal solutions.
Troubleshoot and resolve IT issues promptly, minimizing disruption to businessoperations.
Deliver a highly available and well-managed IT service, ensuring compliancewith service level agreements (SLAs) and reporting requirements.
Communication & End User Management
Communicate effectively with users to understand their needs and provideoptimal solutions.
Oversee the IT incidents and service requests queue, ensuring support ticketsare handled efficiently.
Resolve escalated issues independently with minimal intervention from seniorteam members.
Build strong working relationships with colleagues and communicateeffectively.
Demonstrate a willingness to learn new skills.
Technical Support & Systems Management
Confidently support Windows, Apple and Android devices.
Support retail store devices such as Tablets, PED, Tills, Label Printers etc.
Demonstrate confidence in managing basic Windows Server administration.
Possess a strong understanding of networking fundamentals, including IPaddressing, DNS, DHCP, and basic troubleshooting of network issues.
Ensure compliance with security requirements such as GDPR and PCI DSS.
Install, configure, and support modern productivity tools such as, but not limitedto Microsoft Office 365, Teams, SharePoint etc.
Good understanding and adhere to strict compliance of IT security bestpractises to protect the business against cyber threats.
Conduct hardware and software inventory, documentation, and licensingcompliance.
Collaborate with other IT teams, vendors, and stakeholders to implement newtechnologies and solve complex problems.
Create and update technical documentation, user manuals, and trainingmaterials.
Company Benefits:
Holiday enjoy a well deserved break with 33 annual leave days per year (pro-rata for part time)
Discount treat yourself with generous uncapped discount across our stores
Hybrid working a combination of office and home working to help balance your work life balance
Pension save for the future with our company contributed enhanced Group Pension Plan
Season ticket loans spread the cost of travel with an interest free loan
Access to Stream support your financial wellbeing, with ability to access earnings ahead of pay day, save for the future and financial advice
Access to Retail Trust seek confidential support, access to a Virtual GP, free counselling service and discounted retail rewards with our employee wellbeing platform
Access to company Academy continue your development with our eLearning platform and development programmes
Study assistance invest in your professional development with funded courses and qualifications
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