IT Support Engineer

4 weeks ago

United Kingdom Fairstone Group Ltd. Full time

To provide 3rd line technical support to our internal and external users, ensuring their incidents are resolved in an efficient and professional manner and in line with service level commitments. The post holder is responsible for the provision of technical support and maintenance to all supported IT business systems, hardware and applications. Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues. It is critical you manage your own time and workload to process multiple incidents at the same time, and ensure effective resolution.

In this role, you’ll have the freedom to explore and provide the best solutions for our users and in turn develop your technical skills by supporting some challenging and interesting products and technologies.

Key responsibilities Job requirements The ideal person Qualifications
  • Prioritising and assess the impact of new incidents via phone, email, Microsoft Teams and our help desk system
  • Incident and Queue Management
  • Implementing first time fixes and resolving technical issues at a 3rd line support level
  • Providing first point contact support to our users and maintaining excellent customer service via phone, email, Microsoft Teams and our help desk system
  • Liaising with colleagues and stakeholders to ensure that services are being delivered effectively and efficiently
  • Working within SLA’s whilst delivering efficient resolutions towards first time fix rates
  • Accurate recording of issues and resolutions in to our help desk System
  • Accurate recording of hardware in to our Asset Management System
  • Managing your own workload and time
  • Occasional remote work from our offices across the UK
  • Executing live changes to data and software in a controlled and authorised manner via approved change management procedures
  • Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
  • Mentoring and guidance to internal and external users on technical and/or business knowledge
  • Working with and establishing relationships with third party service providers to ensure full end-to-end service provision
  • Take responsibility and ownership of incidents and requests and escalating where required to senior technical colleagues or 3 rd party IT partners
  • Demonstrable documentation skills (reports, policies, procedures, workflows) as required and contributing to the creation of procedures
  • Provide technical escalation to 1 st and 2 nd line support engineers
  • Mentoring and guidance to internal and external users on technical and/or business knowledge
Apply direct to our recruitment team

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Careers at Fairstone Culture

The Fairstone culture centres around respect, equality and collaboration with a strong family ethos to empower colleagues.

Fairstone Academy

The Academy is available to everyone within the business and encourages the development of skills and qualifications.

We offer a diverse range of apprenticeship roles throughout various departments of the business.

With strong links to a number of Universities we have a proven track record of coaching individuals to senior positions within the group.

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