IT Support Engineer required by our large client in Stroud on a hybrid working basis with occasional travel to sites in the Southwest. The IT Support Engineer will join a small team of 4 responsible for supporting 600+ users across multiple sites.
The IT Support Engineer will offer a full range of support services including infrastructure and application support, end user computing and support of our clients internal systems.
Main Responsibilities:
1. Work as part of a team as a single point of contact for all support requests (incident and service request) via telephone, emails and ITSM system.
2. Take ownership of Incidents and Service Requests through to resolution, ensuring that tickets which cannot be resolved at the Service Desk are escalated accordingly.
3. Troubleshoot within End User Computing, Networks and Applications problems, diagnose and solve hardware/software Incidents/problems in line with the agreed SLA’s.
4. To follow up on ticket statuses to requestors and communicate progress promptly.
5. Arranging external support with the third-party vendors where issues cannot be resolved in-house and escalate when necessary.
6. Establishing a good working relationship with colleagues and customers
7. Install, configure, maintain and support various IT Systems and Applications.
8. Network monitoring and maintenance to agreed service levels using Operational monitoring tools...