It Build And Support Engineer

The IT Build and Support Engineer is a member of the Hollis IT Operations Team responsible for on-boarding and off-boarding staff and ensuring all company laptops and mobile devices are built and configured correctly to meet client specifications. This is a vital role in maintaining the efficiency and functionality of company devices.

This role will also be required to support our 1st Line Service Desk Analysts, as required, providing high quality customer focussed support and service to internal clients.

The key responsibilities for the role:

• Hardware:

• Building, repairing, updating and maintaining IT hardware across the business to ensure optimum uptime and availability
• Setting up mobile devices in accordance with company requirements, including registering SIM cards and SIM management
• Liaise with the IT Asset Information and Security Manager to ensure that the asset register is kept up to date and that there is a sufficient stock of equipment available to facilitate new starters/replace faulty devices

• Software:

• Install and configure operating systems, software applications and drivers on IT devices, with appropriate authorisation, as part of the build process

• Quality Control:

• Perform quality checks to ensure that all hardware and installed software meet established standards and specifications

• Troubleshooting:

• Diagnose and resolve hardware and software issues, both proactively and reactively

• Security:

• Ensure that all devices are configured securely and in compliance with company and industry standards

• Account Management:

• On-board all new starters in line with the company’s new starter process
• Off-board all leavers in line with the company’s leaver process

• Supporting 1st Line Analysts:

• In times of absence or high volume of calls, provide support to the 1st line Analysts acting as a main point of contact for staff for IT incidents and service requests, ensuring the provision of high quality customer services.
• Provide proactive telephone, email, remote and desk-side support for all technical and non-technical problems and incidents reported to IT.
• Analyse each request to identify, diagnose and provide initial support to achieve ‘first fix’ for a wide range of Hollis’s IT systems including PC, hardware, OS, wireless networking, application software and business systems.
• Provide advice and guidance to staff to ensure they can take better advantage of the IT tools and services, giving them greater independence and transferable skills.
• Capture, categorise and record all incidents and requests for service in the IT Service Desk tool and assist in analysing incidents to show trends and potential problem areas so that appropriate interventions can be put in place.
• Support the opening of new offices and office moves including patching, power and setting up desks.

Experience, Skills & Qualifications required:

• A passion for a career in IT and looking to grow with the business
• Able to understand problem trends and escalate where necessary
• Good knowledge of IT hardware
• Hands-on experience with IT hardware repair and testing
• Awareness of systems, software, network and peripherals
• Knowledge of Microsoft Office 2013, Office 365 and Outlook, Windows 11, iOS 16+
• Customer focused with excellent interpersonal, verbal and written communication skills.
• Able to work to tight timescales and deal with users who have differing priorities
• Strong problem solving and trouble shooting skills
• Excellent time management and scheduling skills.
• Very good organisation, prioritisation and team working skills
• The ability to interpret and follow technical procedures

#TeamHollis

Hollis is a leading international, independent real estate consultancy. We work with owners, occupiers, developers and funders, across both private and public sectors, to help them get more out of their real estate, at every stage of the property life cycle.
We’re a multi-skilled team of surveyors, engineers, technical specialists, ESG consultants and project managers operating across the UK, Ireland, Germany, Spain and The Netherlands. We have a unique way of working and believe that people do things better by doing them together. We aim to do the right thing, be clear, transparent and find some fun along the way.