IT Support Engineer
Location – Chandlers Ford
Established and trusted IT Managed Services company have an urgent requirement for a number of customer focused IT Support Engineers to join their team based at their beautifully refurbished offices located perfectly in Chandlers Ford.
My client is an ISO accredited growing managed IT support company based in Chandlers Ford, Eastleigh, Hampshire providing IT support, Cyber Security, VoIP and Cloud services to businesses across the South Coast and beyond.
The Role
My client is urgently seeking to appoint a variety of IT Support Engineers to the business (First, Second and Third Line).
The position is of a full time and permanent nature and will be predominantly office based with some flexible hybrid working available.
The successful candidate will have a proven track record of supporting IT networks and systems on various scales and ideally would have worked in a similar role and gained at least 2 years of commercial experience.
Key Duties & Responsibilities
* Reacting to alerts from monitoring systems within agreed SLAs.
* Providing users with regular communication on the progress of investigations and planned solutions by phone.
* Providing First – Third Line support (depending on experience and knowledge) responding to support queries across all customer sites.
* Maintaining a high level of customer service when responding to support issues.
* Escalation of more complex calls to the relevant support team member (as documented in the Escalation Management workflow).
* Installation, configuration and deployment of new and existing hardware and software in line with defined procedures.
* Bringing forward key issues/changes/topics to monthly team meetings.
* Create and maintain quality documentation on standard problem resolutions, fixes and updating of the technical knowledge base, by following the IT Glue documentation guide.
* Expected to pick-up the phone within 5 rings.
* Responsible for adding accurate and detailed notes into PSA (Halo) as they occur.
* Understand requirements of all processes and workflows within the business by reading/completing assigned documentation and training materials. Underpinned with monthly training sessions about new services/topics/training.
* Completing assigned computer/laptop builds/configurations, when requested.
* Complete Change requests for any specific changes required to be made.
Skills and Experience
My clients IT support engineers need a strong blend of technical expertise (hard skills) and interpersonal abilities (soft skills) to diagnose and resolve issues efficiently while providing excellent customer service.
The technical skills required often depend on the specific systems an organization uses, but core areas include (exposure to as many as possible).
* Operating Systems (OS): Proficiency in various operating systems, including Windows, macOS, and Linux environments (e.g., using command-line tools like PowerShell or Bash).
* Networking Fundamentals: A solid understanding of network protocols (TCP/IP, DNS, DHCP), hardware (routers, switches, firewalls), and troubleshooting connectivity issues (using tools like Wireshark).
* Hardware & Software Support: Experience with installing, configuring, and troubleshooting computer hardware (desktops, laptops, printers, mobile devices) and software applications (Microsoft 365, antivirus programs).
* System Administration: Skills in managing user accounts and permissions (e.g., in Active Directory), performing data backups and recovery, and monitoring system performance.
* Cybersecurity: Knowledge of security best practices, firewalls, encryption, patch management, and educating users on common threats like phishing.
* Cloud Technologies: Familiarity with cloud services and platforms such as Microsoft Azure, or Google Cloud, as many businesses migrate to cloud infrastructure.
* Ticketing Systems & Documentation: Experience using help desk software (Halo, Jira, ServiceNow, Zendesk) to manage and track issues, and the ability to create clear technical documentation and knowledge base articles.
* Scripting Basics: Knowledge of scripting languages like Python or PowerShell to automate routine tasks and improve efficiency.
* Problem-Solving & Analytical Thinking: The ability to logically analyze symptoms, identify root causes, think critically, and develop effective solutions, often under pressure.
* Communication: Excellent verbal and written communication skills to explain complex technical concepts in simple, understandable terms to users with varying technical knowledge.
* Customer Service & Empathy: A patient, helpful, and customer-focused approach to manage user frustrations and ensure a positive support experience.
* Time Management & Prioritization: The ability to manage a workload of multiple incoming requests (tickets) and prioritize tasks based on urgency and business impact.
* Teamwork & Collaboration: Working effectively with other IT professionals and cross-functional teams to resolve issues and share knowledge.
* Adaptability & Continuous Learning: The tech field evolves rapidly, so the willingness to learn new technologies, adapt to change, and stay updated with industry trends is essential
My client offers a competitive salary and benefits alongside a superb working environment within a friendly, professional and supportive team and there are excellent opportunities for further development within the industry. Vendor accredited training will be available and subsidized in a variety of areas. The company is growing at a very fast rate and want their staff to grow with them.