Technical Support Specialist

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Pepperjam Full time

IT Support Engineer at Pepperjam

We are seeking an IT Support Engineer to become a vital member of our team at Pepperjam, a company committed to providing marketers with cutting-edge technology solutions. In this role, you will be instrumental in maintaining the efficiency and reliability of our internal systems to facilitate seamless business operations.

Position Overview:

As an IT Support Engineer, you will collaborate with various departments to effectively address technical challenges and manage projects. Your duties will encompass responding to support inquiries, overseeing ticket management, and working alongside other IT professionals to enhance our technological offerings.

Primary Responsibilities:

  • Engage with teams throughout the organization to resolve technical challenges and oversee projects
  • Ensure prompt responses to support inquiries in accordance with established protocols
  • Monitor ticket submissions and guarantee timely resolutions within service level agreements
  • Collaborate with resolution teams to improve IT solutions
  • Report on team and individual performance metrics to the Internal IT Lead
  • Efficiently manage all IT support tickets
  • Participate in post-incident reviews and suggest enhancements
  • Provide technical documentation and assistance to end users
  • Organize and prioritize workload based on service level agreements and team objectives

Essential Knowledge and Skills:

  • Proven experience in helpdesk support and service request management
  • Excellent communication abilities, both written and verbal
  • Familiarity with Windows and Microsoft infrastructure
  • Understanding of Mobile Device Management (MDM) and Unified Endpoint Management (UEM) systems
  • Experience with Google Workspace, Office365, and various IT platforms

Preferred Experience:

  • Passion for technology and familiarity with Service Management Tools
  • Experience with end-user Mac devices and PowerShell scripting
  • Knowledge of network management and VPN solutions
  • Understanding of device security policies and frameworks
  • Experience with platforms such as Jamf Pro, Microsoft Intune, and similar tools

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