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IT Support Engineer

2 months ago

United Kingdom HY Legal and Services Ltd Full time

We are an outsourcing company that has clients in Europe, USA and Asia. We are seeking IT Support Engineer to work in one of our valued client offices in London, UK. Our client is a social media video content platform for creating and sharing short lip-sync, comedy, and talent videos and with offices in most EMEA and AMS countries.

About this role:

Our client is seeking an IT Support Engineer to help us grow our IT environment. This team focuses on resolving IT incidents and troubleshooting underlying problems and developing long-term solutions.

Responsibilities:

  • Manage and resolve IT tickets. Investigate, diagnose, and resolve technical issues within defined service level agreements (SLAs), escalating complex issues when appropriate
  • Prioritise effectively, managing multiple competing tasks concurrently
  • International collaboration and ownership of IT-related projects across a range of services
  • Assist with the development of tools and solutions to increase the operational efficiency of our IT Service, while always focusing on excellent customer experience
  • Partner with internal and external teams to evaluate technical solutions, provide recommendations, obtain consensus and plan and execute services
  • Champion the use of self-service IT resources, such as self-service support tools and knowledge base
  • Assist in tracking and managing IT assets, including hardware and software inventory
  • Manage event support, set up AV and live stream equipment
  • Create, update and maintain technical documentation
  • Comfortable working autonomously and as part of an international team
  • IT assets inventory management and conducting regular audits

Required skills & Qualifications:

  • Excellent customer service skills and passion for exceeding expectations
  • Ability to articulate technical solutions to non-technical users in simple and easy-to understand terms
  • Ability to place clients at the forefront of all interactions, understand their requirements and create a positive client experience throughout
  • Comfortable working under pressure and delivering within tight time frames
  • Excellent written and verbal communication skills
  • Proven ability to prioritise and manage multiple high-priority tasks simultaneously
  • Ability to adapt troubleshooting approaches based on the specific problem and environment
  • Excellent diagnostic and effective problem-solving techniques
  • College Degree in Computer Science, Systems Science, computer Engineering or 5+years of technical support

Working hours:

Normal working hours are 9am to 6pm. However, due to the nature of the role, occasional out-of-hours or weekend work maybe required