Onsite IT Support Technician

4 weeks ago

Nottingham, Nottingham, United Kingdom Littlefish Full time

Join the dynamic team at Littlefish

Location: Brentford

Compensation: Up to £40,000

Work Schedule: 5 days a week, including occasional weekends and special events

Role Overview:

Littlefish is on the lookout for a dedicated Onsite Support Engineer to deliver exceptional technical assistance to our contract clients. This position involves addressing issues related to desktops, laptops, printers, and applications, along with basic network and server troubleshooting and administration.

As an Onsite Support Engineer, you will serve as a pivotal escalation point, enhancing the quality of service provided by the broader Onsite Team. You will also support the Service Delivery Manager with technical insights and coaching to ensure the efficient management of the Onsite Team.

Your proactive approach will be essential in supporting our customers and engaging in various project initiatives.

Key Responsibilities:

  • Lead by example within the team, promoting best practices and providing guidance to enhance the performance of the Onsite Team.
  • Analyze recurring incidents to identify opportunities for reducing service requests.
  • Mentor junior team members and act as a technical escalation resource.
  • Regularly review engineer incidents and requests to elevate documentation and troubleshooting standards.
  • Oversee ticket management, ensuring timely resolution and monitoring of outstanding issues.
  • Manage knowledge bases and documentation, including updating and retiring outdated information.
  • Serve as the escalation point in the absence of the Service Delivery Manager for incident and request management.
  • Take initiative in driving customer improvements, whether in routine operations or project work, and communicate updates directly to clients.

Ideal Candidate Profile:

  • At least 2 years of experience in an Onsite Support role.
  • Proven leadership experience.
  • Proficient in creating technical documentation.
  • Strong problem-solving skills.
  • Experience in quality assurance.
  • Familiarity with MacOS is a plus.
  • Understanding of telephony systems.
  • Knowledge of IT Service Management tools such as Heat or Service Now.
  • Ability to manage multiple tasks under tight deadlines.
  • Willingness to travel occasionally for business purposes.
  • Solid understanding of IT infrastructure support across various technologies, including desktop and laptop hardware, Office 365, Exchange, Windows 10, Active Directory, and deployment technologies like SCCM, WSUS, and MDT.

Life at Littlefish:

Our core values define our identity as a business and guide our operations. We prioritize hiring individuals who resonate with these values as we continue to grow.

High Performance: We strive for excellence, constantly seeking opportunities to enhance quality and efficiency in our services.

Passion: We foster team success and celebrate achievements together, supporting one another with enthusiasm and energy.

Can-Do Attitude: We embrace challenges and are committed to getting things done effectively.

If you believe you can contribute positively to our team, we encourage you to consider joining us on this exciting journey.

At Littlefish, we are dedicated to creating an inclusive environment where everyone can be themselves. We welcome applications from individuals of all backgrounds and are committed to making reasonable adjustments during the recruitment process as needed.

As part of our application process, we include a set of Equality, Diversity, and Inclusion questions, with options to 'prefer not to say' for each question.

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