ICT SUPPORT ENGINEER
Office Based Role in Middlesborough
Position Overview:
You will play a crucial role in providing technical assistance, troubleshooting, and support to end-users within our established customer base. You will be responsible for diagnosing and repairing/replacing hardware, software, network, and other ICT-related issues promptly and efficiently to ensure uninterrupted business operations.
Key Responsibilities:
* Technical Support: Respond to user enquiries and technical issues related to hardware, software, network, and other ICT components. Troubleshoot problems, identify root causes and implement effective solutions to minimize downtime and maximize productivity.
* Help Desk Management: Manage the ICT help desk system to log, track, and prioritize support requests. Ensure that all incidents and service requests are handled within defined SLAs.
* Installation and Configuration: Assist in the deployment, installation, and configuration of hardware and software, including computers, printers, servers, operating systems, and applications.
* System Maintenance: Perform routine system maintenance tasks, including software updates, patches, and security enhancements, to maintain optimal performance and security levels.
* Network Administration: Assist in the management and maintenance of the organization's LAN and WAN, ensuring connectivity and troubleshooting network-related issues.
* Security Compliance: Implement and enforce security protocols, policies, and best practices to safeguard data and ICT infrastructure from potential security threats.
* Documentation: Maintain detailed records of support activities, technical procedures, and system configurations to aid in future troubleshooting and system management.
* Hardware and Software Procurement: Collaborate with management to assess hardware and software needs and provide recommendations for procurement based on business requirements.
* Continuous Improvement: Identify opportunities to enhance ICT support services, streamline processes and improve overall system reliability and performance.
Requirements:
* Microsoft 365 admin portal experience essential
* Proven experience as an ICT Support Engineer or in a similar technical support role.
* Strong knowledge of hardware components, operating systems (Windows, macOS desirable but not essential), and software applications.
* Familiarity with networking protocols, LAN/WAN technologies, and troubleshooting network-related issues.
* Proficiency in diagnosing and resolving hardware and software problems in a timely manner.
* Solid understanding of IT security principles and best practices.
* Excellent communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical users effectively.
* Strong problem-solving skills and the ability to work independently as well as part of a team.
* Customer-oriented approach with a focus on delivering exceptional service and support.
Working Conditions:
* 9-5 Monday to Friday
* 28 days paid holiday per annum + birthday holiday
* Optional company pension scheme
* Mobile phone
* Salary £25K to £35K dependent on experience
* Many more benefits