The Associate Tech Support Engineer is an individual who will be the first point of contact for all end user incident and request management. The role is hands on in managing our end user requests, issues and problems and to help with deployment and support of our corporate systems.
This role is for a dedicated, self-motivated, technical professional with a strong customer service focus. The purpose of the role is to provide a high level of technical support for the existing Windows and Apple based infrastructure, hardware and software as well as mobile phones, printers etc to our end users across all sites. The individual is responsible for providing a world-class level of customer service and IT Support to our business. In addition to IT support, the role may also involve procurement of IT hardware and software as required for the end users.
A general knowledge and understanding of IT Support environments with some previous experience or background in this area is desirable.
This role can be based at any of our offices and might require travel to our other office locations.
This is what you'll be doing:
Providing proactive technical support for all our colleagues via various methods (walk-ups, desk side, chat support, remote support, telephone support etc)
Taking responsibility for logging all reported incidents and requests onto the ITSM tool and escalating to other teams as required
Supporting all IT systems and facilities in the assigned office, supporting all the users with a myriad of systems including Video Conferencing, bespoke conference rooms, meeting rooms, TV, AV etc.
Supporting the end users before, during and after any office moves to ensure that all IT Systems and equipment are operational with minimum disruption to the end users
Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Microsoft/Apple environment
Assisting with small to medium-sized IT projects as directed by senior colleagues
Working with senior colleagues to resolve advanced user requests and incidents as needed
Taking ownership of issues, escalating to more senior colleagues as required and communicating effectively to users throughout
Managing all end user requests ensuring that the relevant approvals have been obtained as per defined processes and policies
Undertaking User Access Administration tasks including new user account creation, mailbox creation, distribution list management, access request management etc.
Providing a high level of Customer Service to our end users by ensuring requests and incidents are dealt with in a timely manner
Continually learning and developing with guidance from more senior colleagues and management
Maintaining a record of all end user devices issued by or returned to the IT team on the IT Asset Register
Maintaining a good stock of general IT kit and peripherals for the user base and placing orders for equipment as and when required following the standard procedures for procurement
Contribute to identifying process improvements and raise these with management as appropriate
Performing general Admin duties as directed by management, mentors or senior colleagues
Basic knowledge and exposure with some of the following industry standard products will be beneficial:
Windows Operating Systems Support (Windows 7 & 10)
Mac OS X Support
Outlook 2010/2013, Office 365
Skype for Business,
Follow me printing
Mobile Device Management tools
Basic PC Hardware troubleshooting capabilities
Basic Windows, Mac and MS Office Skills
Experience working in a networked computer environment
Some experience with supporting Mobile devices (iOS and Android) in a corporate environment
Good analytical and problem-solving skills as well as the ability to work well independently
Excellent customer service skills
Good ability to work under pressure, prioritise and focus
Good organisational skills
Strong written and verbal communications skills
Flexibility and adaptable in your approach to customer and business needs
Enthusiastic with the drive to learn and develop new skills and technology
Must be pro-active and work well within a team
Education, Qualifications & Experience
Degree or equivalent qualification in IT or a related technical field would be an advantage
At least 1 year of experience working within an IT helpdesk / 1st line support or similar environment is desirable