Job Description
AJW Group is seeking a proactive and experienced Senior Support Engineer to join our dynamic IT team. This role is pivotal in ensuring our internal users receive timely and effective support across IT incidents, service requests, and project delivery. Operating within the ITIL framework, you’ll play a key role in maintaining system reliability and performance, helping to minimise downtime and protect business profitability.
Monday - Friday 0830-1730
£30,000 - £35,000
What you’ll be doing:
* Perform incident and problem management with service request fulfilment.
* Using JIRA ticketing system to follow ITIL framework guidelines for ticket resolution.
* Own complex escalated issues and proactively seek out work and identify improvements.
* Complete RCA and problem management activities to avoid repeat incidents.
* Escalate tickets that cannot be solved to the Infrastructure team.
* Ensure all users have a computer desktop/laptop to access company systems and complete their job responsibilities. This will be achieved through:
o Imaging and distribution of new computers
o Packaging and deployment of software
o Providing and supporting peripherals such as headsets, mice and keyboards.
1. Provide support to further supp...