Systems Support Engineer
4 weeks ago
We are 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 IIS, providing secure internet access in both the public and private sectors, Vestigo Consulting, a training and consultancy company, and Collaboraite, a bleeding-edge company that provides our Data and AI capability.
We are committed to creating a workplace where people from all backgrounds are not only welcome but empowered to excel.
About the RoleAs 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- Provide support and triage for new and ongoing incidents via phone, email, and remote access tools.
- Work within established SLAs to meet business expectations, adhering to IT processes and procedures.
- Take a proactive approach to monitoring, progressing, and resolving service desk tickets.
- Manage service request fulfillment, including new user account creation, administration, reporting, and equipment configuration.
- Contribute to assigned technical support projects as needed.
- Create and update support documentation for both internal and customer-facing use.
- At least 12 months of experience in a Service Desk or Helpdesk environment.
- Customer-focused with excellent communication skills and a professional telephone manner.
- Proven experience delivering high-quality ICT customer service with meticulous attention to detail.
- Proficiency in implementing and supporting ICT equipment, services, and systems.
- User Account Management experience, particularly with Active Directory (AD).
- Strong skills in end-user hardware and software support for Windows desktop PCs and laptops.
- Familiarity with ICT terminology and a general understanding of ICT.
- Experience with remote support applications.
- Skilled in installing, configuring, upgrading, and relocating PC hardware, software, and printing devices.
- Knowledgeable about the ITIL framework and capable of applying it in a realistic and pragmatic way.
- 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
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