Solus Birmingham, England, United Kingdom
As IT Support Engineer you will be responsible for providing helpdesk support to all internal stakeholders, both in-person and remotely. You will be exposed to a variety of technologies across our warehouse, head office and showrooms. Strong communication, organisational skills and the ability to work autonomously are essential, as well as the ability to problem-solve and think critically.
Key Relationships
* Business Systems Manager
* Management Team
* Internal Departments across the business
* Managed service providers
Key accountabilities
* Provide support assistance for hardware and software issues, both remotely and in-person.
* Take ownership of issues, collaborating with Managed Service Providers (MSPs), hardware and software vendors to troubleshoot and implement solutions.
* Install, configure and maintain company computer systems and peripherals.
* Support the onboarding of new starters by setting up new user accounts and configuring hardware and enrolling on the company’s learning and development platform (Leapsome).
* Provide technical support and troubleshooting for computer hardware, software and network-related issues.
* Document and track support tickets using our ticketing system, Jira.
* Create and maintain technical documentation and user guides using our knowledge base platform, Confluence, or SharePoint.
* Conduct regular system maintenance tasks, such as backup and restore, operating system updates (client and server), and physical health checks.
* Collaborate with department heads and team leaders from across the business to investigate IT and telephony issues and implement solutions.
* Administer user accounts in both local (Active Directory) and cloud environments (Azure Active Directory / Entra).
* Support the company’s bespoke Claris FileMaker ecosystem of apps
* Support all users and departments in the use of business applications, liaising with relevant MSPs when required (e.g. SAP Business One, Produmex WMS).
* Assist with technical procurement, sourcing hardware, software and peripherals from approved suppliers according to agreed budgets and specifications.
* Occasionally travel to regional showrooms (London, Manchester, Birmingham) to provide in-person support.
Qualifications, Experience and Personal Qualities
* Proficient in computer hardware setup, configuration and troubleshooting.
* Experience with Windows Server, Windows OS, Mac OS, iOS and Android.
* Proficient in Microsoft 365 administration, particularly Entra, Exchange, SharePoint and Teams.
* Knowledge of network protocols, VPNs, LANs, DNS and Firewalls.
* Experience with networking hardware and systems (e.g. Ubiquiti and Meraki).
* Experience of backup and recovery systems (e.g. Acronis).
* Solid working knowledge of cybersecurity principles and technologies.
* Experience maintaining and configuring security applications (e.g. EDR, DNS filtering, email filtering, conditional access policies).
* Familiar with maintaining and configuring telephony (PBX) systems.
* Experience supporting end users with business applications, such as ERP, CRM, accounting, stock control or payroll systems (e.g. SAP Business One, Sage 50).
* Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
* Excellent communication skills, both written and verbal, for supporting end users.
* Confident in explaining technical concepts to end-users at all levels of the organisation, with various levels of IT literacy.
* Comfortable working autonomously, managing own workload to ensure tasks are completed in a timely manner, as per business expectations and SLAs.
* Open to occasional out-of-hours work to carry out tasks like server updates and project rollouts, ensuring minimal disruption to end users.
Personal Qualities
* Highly organised
* Critical thinker
Must be able to demonstrate through relevant experience or qualifications
* Strong technical knowledge
* Appreciation of business operations
Language Skills
* Excellent verbal and written English
Application Process
Should you wish to apply for this position then please send you CV and covering letter to Olivia Hanson - oliviahanson@solusceramics.com .
Solus Ceramics Ltd is an Equal Opportunities Employer. The company is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs
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