Position
: Full time – permanent
Location: Brighton & Gatwick
Are you a self-starter who takes initiative, can manage your own workload, and likes to take full ownership of tasks? Are you looking to develop a career within IT as a System Support Engineer?
If so, we have an exciting opportunity within our IT Operations team, reporting directly to the System Support Manager. You will be responsible for dealing with technical support requests from all users within the business, liaising with other System Support Engineers and assisting with the maintenance and security of our network. You will work within our ticketing system triaging, troubleshooting and directing requests as required.
What you’ll be doing:
1. Providing 1st line support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
2. Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
3. Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
4. Logging technical support requests over the telephone or by email
5. Using remote control tools and technologies to assist end users as required
6. Adhering to the Service Level Agreement provided to the Business
7. Inducting new starters to provide them an introduction and overview of our systems
8. Documenting systems and procedures as implemented for and on behalf of the Business
9. Working across teams and within projects when the appropriate resource is required
10. Occasionally traveling to our other UK offices and onsite events to provide support as the business demands
Requirements
What you’ll need:
11. Previous experience in an office-based role (IT or Tech Support-related role is desirable, but not essential)
12. Experience troubleshooting software (Windows 10 and/or 11) and fault diagnosis of hardware is desirable
13. Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 highly desirable
14. Ability to demonstrate practicing knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
15. Ability to demonstrate previous experience with and knowledge of GDPR is highly desirable
16. Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
17. Strong administration skills with great attention to detail
18. Enthusiastic, self-motivated and proactive with fantastic teamwork and communication skills, both written and verbal
19. Strong interpersonal skills to cultivate positive relationships with both internal and external stakeholders, supporting colleagues and the ability to ensure a supportive and effective requester experience
20. Able to demonstrate a calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible as required
21. Ability to use own initiative and comfortable in situations with a requirement to think critically, question and determine when to seek guidance or escalate a potential problem
22. A passion for exploration and learning of new tools and technologies
23. Willingness to travel to our other UK offices and onsite events as required