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First-Line Support Engineer

1 month ago

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

The Investigo Group is a leading coalition of tech firms specialising in cutting-edge solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom. We're a dynamic team dedicated to delivering exceptional technical support and customer service.

We're a multi-functional group with a large portfolio of B2B products and services. Our ecosystem is made up of various solutions, including IIS, providing secure internet access in both the public and private sectors. Vestigo Consulting is our training and consultancy company, tailored around specialist sector-specific knowledge, and provides regular courses and CPD for our community.

Collaboraite is a bleeding-edge company that provides our Data and AI capability. A collaborative partner for designing user-centred secure data solutions to overcome operational hurdles, delivered through design thinking and agile coaching.

Diversity, Equity, and Inclusion are at the heart of The Investigo Group. 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.

About the Role

As a Systems Support Engineer, you will be the first point of contact for all system-related inquiries, ensuring that every customer interaction is handled efficiently and professionally. You will be responsible for triaging issues, fulfilling service requests, and managing user accounts, all while maintaining a high level of customer satisfaction.

Key Objectives

  1. Provide support and triage for new and ongoing incidents via phone, email, and remote access tools, while upholding excellent customer service standards.
  2. Ensure that all incidents and service requests are accurately logged in the ticket management system.
  3. Work within established SLAs to meet business expectations, adhering to IT processes and procedures.
  4. Take a proactive approach to monitoring, progressing, and resolving service desk tickets.
  5. Manage service request fulfillment, including new user account creation, administration, and equipment configuration.
  6. Contribute to assigned technical support projects as needed.
  7. Create and update support documentation for both internal and customer-facing use.

Requirements

  1. At least 12 months of experience in a Service Desk or Helpdesk environment.
  2. A team player who can also work independently, following direction as required.
  3. Customer-focused with excellent communication skills and a professional telephone manner.
  4. Proven experience delivering high-quality ICT customer service with meticulous attention to detail.
  5. Proficiency in implementing and supporting ICT equipment, services, and systems.
  6. User Account Management experience, particularly with Active Directory (AD).
  7. Strong skills in end-user hardware and software support for Windows desktop PCs and laptops.
  8. Familiarity with ICT terminology and a general understanding of ICT.
  9. Experience with remote support applications.
  10. Ability to work effectively with technical and non-technical staff and customers at all levels.

Preferred Qualifications

  1. ITIL v4 Foundation or equivalent certification is a plus but not essential.

Additional Information

  1. This role may require shifts between 8 AM and 6 PM, with on-call duties after passing the probation period.
  2. Ideal candidates are adaptable, detail-oriented, and enthusiastic about learning new technologies.
  3. Successful candidates will go through and obtain security clearance.

Benefits

  1. Private Medical
  2. Inclusive Culture: Enjoy an inclusive culture and environment.
  3. Holiday: Generous holiday allowance.
  4. Learning: Access to continuous learning and development opportunities.
  5. Bonus Potential: Bonus potential based on performance and business-related factors.
  6. Discounts: Discounts on a wide range of products and services.
  7. Pension: Pension scheme contributions.
  8. EV Car Scheme
  9. Hybrid Working Policy