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IT Support Engineer

3 months ago

Westbury UK, Wiltshire, United Kingdom Peaple Talent Full time

Job Title: IT Support Engineer

Location: Westbury


Role Purpose

We are looking for a customer-service focused IT Support Engineer who will work as part of the IT team to provide in-house daily 1st and 2nd line IT support. You will be the first and main point of contact for the IT support function, ensuring all issues are solved according to priority, to help keep the business moving. You will escalate where necessary to ensure successful resolution in more complex cases. This role will have responsibility for maintaining and updating the DMS (Keyloop Autoline Rev8), becoming the business specialist on this in time.


Principal Responsibilities

  • Provide technical support to staff, including face-to-face and remote IT support, understanding the importance of your role in keeping the business moving.
  • Ensure fantastic internal customer service levels, working effectively and positively with team members across the business.
  • Be the primary contact for logging support tickets and keeping them up to date with ticket progress.
  • Troubleshoot, fix, and escalate incidents as required, ensuring they are promptly resolved.
  • Maintain and troubleshoot a wide variety of Windows, Office, 365 administration, and cloud applications.
  • Install, test, and update computer equipment.
  • Travel to other sites to carry out support work where required.
  • Set up new equipment and upgrade existing systems.
  • Perform any other duties commensurate with the level of this post as reasonably requested by your line manager.
  • Ensure a tidy and organized working area.
  • Work in a manner which protects your own Health and Safety and that of others.
  • Provide a high level of customer service for 1st/2nd line support to colleagues.
  • Quickly and competently diagnose system faults and resolve or escalate them when required.


Person Specification


Essential:

  • Excellent customer service skills gained in a busy work environment.
  • Ability to prioritize and manage tasks.
  • Computer literate with experience of using IT systems, including MS Office 365 programs, regularly in a business environment.
  • Ability to explain technical issues clearly and simply to non-technical people.
  • Previous experience in an IT support role.
  • Experience with service management ticket-based systems.
  • Experience of 1st and 2nd line support.
  • Understanding of IP and networking.
  • Experience using Keyloop Autoline Rev8 - DMS.
  • Computing or IT support qualification.
  • Microsoft Certified Professional accreditations.


Desirable:

  • Enquiring mind and interest in technology with a willingness to learn and identify new ways of working while managing change to improve delivery.
  • Good interpersonal skills and problem-solving techniques.
  • Experience with Microsoft licensing.
  • Customer focus with the skills to build and maintain rapport with stakeholders and business partners both internally and externally.
  • Professional approach and attitude.
  • Excellent communication skills, both written and verbal.
  • Ability to demonstrate a high level of accuracy and attention to detail.
  • A desire for continuous improvement.


Values & Behaviours

We’re looking for incredible team members who share our values and can add to our culture. Values are shared beliefs that guide our decision-making; culture is how we function as a group and how we live our values as individuals.

  • Rewarding: I am grateful. I am courageous. I am curious.
  • Reliable: I am honest. I am attentive. I am trustworthy.
  • Respectful: I am inclusive. I am resilient. I am kind.


Diversity, Equity, Inclusion and Belonging (DEIB)

We're committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are an award-winning community of professionals from all walks of life, and we believe our unique qualities should be celebrated. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise.


Benefits for You

  • Working for an official Great Place to Work™️ and UK Best Workplace.
  • Working for a Best UK Workplace for Wellbeing.
  • Working with our award-winning team – we have been named 'Service Provider of the Year' at the WhatVan? Awards 2022 and winners at the IOIC Employee Engagement Awards.
  • Access to 100s of employee perks on Perkbox.
  • Auto-enrolment pension.
  • A day off for your birthday.
  • Enhanced maternity and paternity pay policies.
  • Access to our wellness programme and Employee Assistance Programmes, including WeCare from Canada Life (EAP and 24HR Online GP access and second Medical Opinion).
  • Mental health first aiders.
  • Reward and recognition programmes, including our annual Awards.
  • Annual appraisals programme and progression opportunities.
  • Manufacturer training and access to our in-house training hub.
  • Long service recognition.
  • Branded uniform.
  • Four times death in service benefit.
  • Ongoing investment in company facilities and working environments.
  • 23 days pro rata of annual leave per year plus bank holidays (pro rata).