Systems Support Engineer

2 weeks ago

Ashby de la Zouch, Leicestershire, United Kingdom Fisher German Full time
About the Role

Fisher German is seeking a highly skilled Systems Support Engineer to join our IT Service and Infrastructure team. As a key member of our team, you will be responsible for providing technical support and services to our employees, ensuring the smooth operation of our IT systems and infrastructure.

Key Responsibilities
  • Provide technical support and troubleshooting for IT-related issues, including Microsoft core business applications and operating systems.
  • Deploy laptops and mobile devices, ensuring seamless integration with our IT systems.
  • Communicate effectively with customers, keeping them informed of incident progress and notifying them of impending changes or agreed outages.
  • Implement and support remote access solutions, including VPN, Citrix, and Terminal Services.
  • Improve customer service, perception, and satisfaction by providing exceptional technical support and resolving issues efficiently.
  • Track, log, and correct information using our ITSM tools to protect assets and components.
  • Maintain a high level of customer service, dealing with complex complaints and showing empathy to satisfy customer demands.
  • Resolve user requests and own service desk issues until a new owner has been found or the problem has been mitigated or resolved.
  • Investigate problems in systems, processes, and services, contributing to the implementation of remedies and preventative measures.
  • Create knowledge-based articles for ITSM customer self-help guides.
  • Diagnose and troubleshoot software and hardware problems, helping customers install approved applications and programs.
  • Perform site visits as required to support our end users.
Requirements
  • ITIL v3/4 Certification
  • Microsoft MCP, MCSA, or MCSE
  • 2-3 years of help/service desk experience
  • Experience with different ITSM systems
  • Experience supporting most end-user compute devices and desktop applications
  • Experience supporting Office365 and SharePoint Environments
  • Full Driving Licence

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