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IT Support Engineer

3 months 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 focused on 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 operations.

Position Overview:

As an IT Support Engineer, you will collaborate with diverse teams to effectively address technical challenges and oversee projects. Your duties will encompass managing support inquiries, tracking incoming requests, and working alongside other IT departments to enhance our technological offerings.

Core Responsibilities:

  • Engage with various departments to resolve technical issues and manage projects
  • Ensure prompt responses to support inquiries in accordance with established protocols
  • Oversee ticket management and guarantee timely resolutions within service level agreements
  • Collaborate with resolution teams to refine IT solutions
  • Communicate team and individual performance metrics to the Internal IT Lead
  • Efficiently handle all IT support requests
  • Contribute to post-incident reviews and suggest enhancements
  • Provide technical guidance and documentation 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 verbal and written communication abilities
  • Familiarity with Windows and Microsoft infrastructure
  • Understanding of MDM/UEM systems and service management methodologies
  • Experience with Google Workspace, Office365, and other IT platforms

Preferred Qualifications:

  • Passion for technology and experience with service management tools
  • Familiarity with end-user Mac devices and PowerShell
  • Knowledge of network management and VPN services
  • Awareness of device security policies and frameworks
  • Experience with platforms such as Jamf Pro, Microsoft Intune, and similar tools