Information Technology Support Specialist

3 days ago

Newbury, United Kingdom Saunders Scott Full time

Job Title: Equity Hubs Network IT Support Engineer

Contract Duration: Contract for 3- 6 months, Inside IR35

Location: Swansea University and another in Newbury; All 5 days Onsite

Number of interviews: 1-2 Client Technical interviews via Ms Teams video

Role Urgency/ Candidate expected to start the role: Start Date is ASAP, hence need candidates with immediate availability

Possibility of Contract Extension: YES

SC: Candidate should be SC eligible

Vacancy Number: 2 (1 @Swansea & 1 @ Newbury)


*Candidates are required to be in commutable distance from the base location as this role needs 5 days onsite presence*


What will you be doing?


We’re looking for an IT Support Engineer to join one of our pioneering Equity Hubs delivery Managed Services to our Small, Medium & Enterprise business customer in collaboration with the Vodafone Business IT Hubs, a franchise network of IT Managed Service providers across the UK.


Client offers Microsoft-centric support services to small businesses with a focus on data protection, communications, collaboration and information security. The successful candidate will need to have a good appreciation of all factors with a core understanding in any of the below technologies:

  • Microsoft 365
  • Meraki WiFi
  • Networks, routing & security
  • HP desktops & laptops and other associated vendors


We want to ensure that everyone has the opportunity to further build-on their skillset within role; therefore full training in specific technologies, industry methodologies, tools and service will be provided as and when appropriate. Whilst we endeavour to allow time for study and examinations within your day-to-day role, there may be times where personal study is required outside of work to complete the relevant courses. Examples of possible certifications, but not limited to are:

  • MS-900 – Microsoft 365 Fundamentals
  • AZ-900 – Microsoft Azure Fundaments
  • MD-100 or MD-101 – Windows Client Certification of Managing Modern Desktops
  • ITIL® 4 Foundation - IT Service Management Certification

You’ll find yourself engaging with customers to understand their current issues, working to resolve them and returning the customer to full productivity in a timely manner. You’ll be documenting the knowledge base with known resolutions, whilst continually monitoring customer systems. You will also assist with pre-sales scoping and quoting.


In terms of Support, you will be covering an array of:

  1. 1st Line support and incident resolution using the tools provided & experience.
  2. 2nd Line support & manufacturer engagement.
  3. 3rd Party incident management – managing collaborative partners to resolution.

You will also be required to escalate major incidents, major outages, problems, skills gaps & 3rd party missed SLAs. Accuracy of data is key when updating the ticketing system and knowledge base.


Who you are?


The successful candidate will have previous working experience within an IT Support Environment, providing resolution directly to the end user. You will need to have:

  • Experience of service management toolsets used for remote monitoring and management, incident resolution, knowledge management and/or contract & asset management.
  • Competent in networking, across WLAN, WAN, LAN configuration and troubleshooting.
  • Knowledge of Windows Desktop Support and relevant technologies – Directory services, DHCP, DNS.
  • Exceptional interpersonal and customer service skills and a “can-do” proactive attitude.
  • Previous experience offering support of the core & common components of M365.
  • Knowledge of Azure Active Directory and Office365.

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