IT Support Engineer

3 days ago

Cambridge, United Kingdom Sepura Full time

The IT Support Engineer is responsible for delivering an excellent end-to-end support in accordance with the IT Team (Desktop services) service level agreements. By supporting business users and associated departments, the IT Support engineer ensures all incidents are analysed, resolved, and reported back in a timely manner. The role offers a diverse day to day working experience with opportunity to support and work with Infrastructure services for onward development.
- Ensure all Desktop service desk incidents are appropriately prioritised based on impact.
- Review support request and manage/own through to resolution in a timely and professional manner.
- Being integral in the diagnosis of reported faults and taking steps to resolve.
- Develop service plans to mitigate software, hardware, and networking issues.
- Ensuring the reliable operation of client IT Hardware including PCs, Laptops and phones.
- Partner with IT and business personnel to discuss the impact of incidents on products and services.
- Develop business support standards, processes and procedures, and guidelines for incident management.
- Proactively learn and train other staff members (Apprentice) on new product and service technologies.
- Completing requested maintenance actions according to appropriate procedures.
- Produce, revise, and enhance IT procedures and documentation.
- Contribute to mini-project and investigations that enhance the IT services provided.
- Undertake evaluations of products, services or software that may enhance the desktop environment.

**Qualifications**:

- A Level/HND Qualification
- ITIL qualification or equivalent IT Service Management certification or experience
Experience and Skills
- Demonstrated work experience in IT service delivery
- Experience using help desk ticketing software
- Experience with incident troubleshooting and escalation
- Strong customer service ethic
- Excellent verbal Communication skills
- Excellent analytical and problem-solving skills
Personal Attributes (Essential)
- Highly motivated individual with initiative to achieve excellent support service.
- Flexible and hardworking.
- High interest in technology and always keen to learn how things "work"
- Innovative and passionate about delivering and maintaining an exceptional IT user experience.
- Enthusiastic, approachable with a sense of humour and willing to "pitch in" for the benefit of the team.
Our customer base includes many different industries and markets around the world. Our complete TETRA and LTE solutions have been developed specifically for users in multiple sectors to face their critical communications challenges.

There is no such thing as a typical day here at Sepura. You will be supported by your manager and team, as well as collaborating with other departments across the business.
- Flexible working hours
- Pension, dental care and healthcare
- Support of staff wellbeing
- Discounted gym membership
- Subsidised Hub on site restaurant
- Large, free car parking on site and electric car charging points
- Social events and activities

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