Job Description

Posted 1 week ago

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:

* 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.

* Take ownership of Incidents and Service Requests through to resolution, ensuring that tickets which cannot be resolved at the Service Desk are escalated accordingly.

* Troubleshoot within End User Computing, Networks and Applications problems, diagnose and solve hardware/software Incidents/problems in line with the agreed SLA’s.

* To follow up on ticket statuses to requestors and communicate progress promptly.

* Arranging external support with the third-party vendors where issues cannot be resolved in-house and escalate when necessary.

* Establishing a good working relationship with colleagues and customers

* Install, configure, maintain and support various IT Systems and Applications.

* Network monitoring and maintenance to agreed service levels using Operational monitoring tools.

* Contribute to the knowledgebase and assist in keeping documentation up to date following all agreed processes and procedures.

* Any other duties that are commensurate with the role and grade as maybe reasonably be requested by management.

Ideal Background:

* A background in technical support for multi-site organisations.

* Self-Starter, ability to work independently and collaboratively as part of a team.

* Excellent organisational and time management skills

* Ability to communicate effectively and clearly with all levels of staff.

* Experience in supporting Microsoft 365, Active directory, user management and permissions

* Good Working knowledge of computer hardware and associated operating systems

* Full Driving License (Essential)

Nice To Haves:

* ITIL v4 Foundation,

* Microsoft Certifications

This great role comes with a basic salary of between £(phone number removed) p/a and is accompanied with a benefits package which includes a pension scheme, 25 days holiday (+ Bank Holidays), life assurance, sick/holiday pay and a discount/rewards scheme. There is also ample parking on all sites