Senior IT Support Engineer

What makes you a great fit:

• Extensive technical knowledge and experience of IT environments

• Strong understanding of data connectivity solutions

• Ability to provide advice to non-technical customers

• Experience supporting to SLAs

• ITIL experience or qualification (desirable)

• Strong interpersonal and communication skills

• Outstanding attention to detail and accuracy

• Adaptability and initiative

• Ability to work to deadlines and prioritise workload

• Proactive approach

• Commitment to professional and personal development

• Enjoy sharing skill-based knowledge and networking

• Enthusiastic, analytical, creative, innovative, and confident

• Reliable, flexible, and cooperative

• Ability to liaise with customers empathetically and effectively

• Team player contributing to the success of the Service Desk and organisational objectives

• Manage, troubleshoot, and resolve service incidents across IT and WAN products and services

• Configure and support servers, network infrastructure, desktops, software, and data connectivity

• Use remote management solutions to resolve service incidents

• Deliver high levels of customer satisfaction

• Proactively use service boards to prioritise workflow

• Provide regular communication and support to customers via email, telephone, and service tickets

• Communicate with carriers and suppliers to raise and escalate support queries

• Ensure customer information is tracked and updated in the company system

• Support and maintain relationships with internal teams

• Manage the onboarding of new customers in line with company processes

• Assist with testing applications and new technologies

• Mentor and train support engineers

• Monitor systems for alerts

• Manage communication between customers and third parties

• Ensure SLAs are adhered to

• Proactively update and monitor existing IT systems

• Participate in technical projects for deployments and upgrades

• Perform any other duties as required by the line manager

• Holidays : 18 days annual leave, + 6 public holidays

• Other Leave : 7 days casual leave, 7 days sick leave

• Development : In-House Training Academy

• Wellbeing : Mental Health support, free breakfast & fresh fruit