Systems Support Specialist

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 innovative prowess spans the globe while proudly hailing from the United Kingdom.

Our ecosystem is made up of various companies, each with its unique strengths and expertise. IIS provides secure internet access in both the public and private sectors, while Vestigo Consulting offers training and consultancy services tailored around specialist sector-specific knowledge. Collaboraite is a bleeding-edge company that provides our Data and AI capability, delivering user-centred secure data solutions to overcome operational hurdles.

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. You will be the first point of contact for all system-related inquiries, ensuring that every customer interaction is handled efficiently and professionally.

Key Responsibilities

  • Provide support and triage for new and ongoing incidents via phone, email, and remote access tools, while upholding excellent customer service standards.
  • Ensure that all incidents and service requests are accurately logged in the ticket management system.
  • 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, keeping users informed on the status of their incidents from inception to resolution.
  • Manage service request fulfillment, including new user account creation, administration, reporting, and equipment configuration.

Requirements

  • At least 12 months of experience in a Service Desk or Helpdesk environment.
  • A team player who can also work independently, following direction as required.
  • 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.

Benefits

  • Private Medical
  • Inclusive Culture: Enjoy an inclusive culture and environment.
  • 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


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