Systems Support Engineer

4 weeks ago

Liverpool, Liverpool, United Kingdom The Investigo Group Full time
About The Investigo Group

The Investigo Group is a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our ecosystem is made up of various companies, each with its own unique expertise and services.

We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community.

About the Role

As a Systems Support Engineer, you will be part of a dynamic and expanding team dedicated to delivering exceptional technical support and customer service. Your role will involve triaging issues, fulfilling service requests, and managing user accounts, all while maintaining a high level of customer satisfaction and ensuring a seamless support experience.

Key Responsibilities
  1. Provide support and triage for new and ongoing incidents via phone, email, and remote access tools, while upholding excellent customer service standards.
  2. Work within established SLAs to meet business expectations, adhering to IT processes and procedures.
  3. Take a proactive approach to monitoring, progressing, and resolving service desk tickets, keeping users informed on the status of their incidents from inception to resolution.
  4. Manage service request fulfillment, including new user account creation, administration, reporting, and equipment configuration.
  5. Contribute to assigned technical support projects as needed, ensuring timely delivery and quality.
  6. Create and update support documentation for both internal and customer-facing use, enhancing the knowledge base for efficient support operations.
Requirements
  1. At least 12 months of experience in a Service Desk or Helpdesk environment.
  2. Customer-focused with excellent communication skills and a professional telephone manner.
  3. Proven experience delivering high-quality ICT customer service with meticulous attention to detail.
  4. Proficiency in implementing and supporting ICT equipment, services, and systems.
  5. User Account Management experience, particularly with Active Directory (AD).
  6. Strong skills in end-user hardware and software support for Windows desktop PCs and laptops.
  7. Familiarity with ICT terminology and a general understanding of ICT.
  8. Experience with remote support applications.
  9. Skilled in installing, configuring, upgrading, and relocating PC hardware, software, and printing devices.
  10. Knowledgeable about the ITIL framework and capable of applying it in a realistic and pragmatic way.
Preferred Qualifications
  • ITIL v4 Foundation or equivalent certification is a plus but not essential.
Additional Information
  • This role may require shifts between 8 AM and 6 PM, with on-call duties after passing the probation period.
Benefits
  • Private Medical
  • Inclusive Culture
  • Holiday: Generous holiday allowance.
  • Learning: Access to continuous learning and development opportunities.
  • Bonus Potential: Bonus potential based on performance and business-related factors.
  • Discounts: Discounts on a wide range of products and services.
  • Pension: Pension scheme contributions.
  • EV Car Scheme
  • Hybrid Working Policy
  • More Benefits: Explore additional benefits on our career site.
How to Apply

Please note that the talent acquisition team is managing this vacancy directly and we do not require agency support.

Our Process

Our talent acquisition team will be in touch if you're successful, the team will arrange a short screening call (max 30 minutes) to learn more about you, and what you are looking for and answer any questions you may have. Our interview process is tailored to each role but typically the first half of the process is run remotely with a final stage on-site.

1st stage - An informal 30-minute video call with the hiring team to discuss your skills and relevant experience.

Equal Opportunities

Here at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

As a Group, we seek to ensure that individuals with disabilities receive reasonable accommodation throughout the hiring process and ultimately within the job itself. Please contact us to request any accommodations.

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