It Support Engineer (Stoke)

Who we are looking for

An IT Support Engineer who will install and configure hardware and software, acting as an escalation point to our Service Desk and working with our third line teams when required.

As an experienced Engineer, you will provide support to the Business, working closely with other teams within IT Services ensuring all services are delivered within set targets and to agreed standards. Your primary focus will be to support the UK Business function, alongside providing support where required to external offices.

The day to day work is interesting, challenging and fast paced with a hardworking and delivery focused Company ethos. The ideal candidate will have a broad set of technical skills and be ready to tackle some of technology’s greatest challenges.

The IT Support team provides on-site support to employees, as part of our core team this role will be covering a 07:00 to 22:00 shift pattern.

Preferred skills and experience

• Strong interpersonal and customer service skills, both written and verbal.
• Excellent analytical and troubleshooting skills.
• Good attention to detail.
• Smart thinking approach with a positive attitude.
• Ability to work independently with limited supervision.
• Commercial experience working within a service management function.
• Technical ability supporting and maintaining hardware and peripheral devices.
• Experience of using an ITSM Tool for tracking, change, incident and problem jobs.
• Experience deploying, imaging and supporting Windows 10, macOS, Linux, and mobile devices (iOS / Android).
• Experience supporting technologies from a diverse product stack including; Active Directory, Microsoft Exchange, Office 2013/365, Teams, Citrix, Cisco and VMWare Workstation.

Main Responsibilities

• Resolving second line incidents.
• Assigning incidents and acquiring knowledge from third-line teams.
• Resolving incidents and queries for Senior Management.
• Investigating and escalating MIs to major incident managers.
• Completing system maintenance, alongside escalations and call outs.
• Managing and updating hardware assets.
• Creating and maintaining Knowledgebase Articles (KBAs) and Technical Process Documentation.
• Deploying and imaging end user computer hardware and deploying software packages.
• Identifying and contributing to Service Improvement opportunities.

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