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IT Support Engineer

2 weeks ago

StokeonTrent, United Kingdom The Supply Register Full time

The IT Support Engineer will uphold the helpdesk escalation process and be responsible for maintaining a high level of customer satisfaction and finding ways to measure and improve it. The IT Support Engineer will be the connection from IT support and businessclients/staff. Their primary objective will be to lay out the query escalation process for troubleshooting and to ensure that the helpdesk system remains fit for purpose as the business’ technology evolves.

Aside from these fundamental tasks, the IT Support Engineer will also assist with business technology and equipment, including installation, maintenance and assessments.

**Key Responsibilities will include:
- Supporting the development and growth of IT services and systems across the organisation.
- Being responsible for the management of the company’s Internet and handling the organisation’s hosting information
- Handle diagnosis and troubleshooting of computers to discover and solve hardware and software faults
- Handle logging of queries for both customers and employees
- Management, prioritisation, escalation and resolution of support incidents
- Responsible for the installation and configuration of software on computer systems
- Ensure the ticketing and documentation process for all support incidents is adhered to
- Manage the process of communicating new software updates and releases to customers
- Offer training to staff of the organisation and its customers
- Develop the online FAQ and support article knowledgebase
- Maintenance of all information technology equipment
- Network computers in various departments when needed
- Account for backup of systems and all data and make effort for effective safety protocols
- Make recommendations for and seek improvement of the company’s IT department
- Maintain right working attitude with other IT staff
- Respond to client questions on IT
- Stay informed of development in the IT world
- Responsible for analysing call log to discover trending matters and issues.

**What to expect:
- A challenging and exciting role as we embark on the next phase of our growth.

**Key Skills:
- Computer Science or IT degree
- Excellent software knowledge, including: Microsoft products, MS SQL, Exchange and Apple IOS
- Good problem-solving skills
- Excellent communication skills, both written and verbal
- Critical thinking
- Patience
- Ability to work well under pressure
- Good interpersonal skills

**What makes us different?
- Culture and ethos.
- Competitive starting salary.
- 25 days holiday plus bank holidays increasing every anniversary (to maximum 29)
- plus your birthday off
- Excellent career progression.
- Regular social & team building events.