Support Engineer

Job Title: Support Engineer (12 months)

Overall Purpose of Job

To be responsible for the progress of helpdesk requests, managing and all user devices and

the software and services used to operate them. Also providing technical support to project

teams in order to deliver projects efficiently and effectively.

• Temporary position for 12 months £ 30,820 p.a.
• Mon-Fri
• 30 days annual leave
• Health Scheme
• Pension

Main Responsibilities

 To troubleshoot desktop, mobile and system problems enabling hardware/software

incidents to be closed successfully. On occasions when demand sees fit also aiding 1st

point of contact for a first touch resolution service for our customers.

 To be responsible for the progress of Helpdesk requests – ensuring there is accuracy

and the relevant triage information as well as closing or escalating as appropriate

and to provide a dynamic support service to the organisation.

 To ensure customer’s requests for help are dealt with as efficiently as possible and

within the ICT Service Standards.

 Providing guidance to staff on technical matters in relation to the use of I.T. software

& hardware.

 Involvement as required in the delivery of key strategic projects and work streams,

to enable the ICT team to achieve the groups objectives.

 To assist in the preparation, management, and mass roll-out of new or upgraded

equipment to staff around the business.

 Manage and administer our MDM (Mobile Device Management) system service and

its interfaces to other relevant services such as email, mobile applications and all

applications owned by the group.

 To be responsible for stocks of inventory and spares, ensuring equipment is

replenished before stock runs out.

 To maintain our Asset Register and keep it up to date.

Job Description

 Assist in the ordering of equipment, materials and consumables as required, to

ensure that value for money is obtained.

 Preparation, installation and maintenance of all ICT user equipment.

 User Administration (creation, deletion, granting of permissions in line with business

requirements.)

 Research and develop new technologies to maintain and improve the existing mobile

device infrastructure and ICT infrastructure using own initiative.

 To act proactively to department incidents and provide high level support ensuring

internal incident management procedures are followed.

 To monitor error reports produced by all Business Systems, analyse the issue and

impact on the Business responding with a solution.

 Communicating with stakeholders via the most effective means to assist and resolve

issues.

 Administration of printers. (inc maintenance and support)

 To liaise and manage excellent working relationships with customers, 3rd party

support, suppliers, developers and other key professionals.

 To keep up-to-date with best practice and new developments in the ICT area.

 To conform to the Company’s overall need to comply with legislative, regulatory,

constitutional and financial requirements and to work to high professional and

ethical standards.

 To represent, promote and maintain a positive attitude and image for ongo in line

with organisation policy.

 To carry out any other duties appropriate to this post, as necessary or as requested.

 Daily contact with colleagues within the ICT department as well as ICT Management

Team to ensure targets are being met and complex issues are escalated.

 Carry out a range of audits across the groups systems to ensure we remain

compliant with security policies.

Knowledge, Skill & Experience Required

 Knowledge and experience of configuring and troubleshooting desktop PCs and

Laptops and knowledge of User Administration within Windows Server, AD and

Azure.

 Knowledge of mobile networks, devices and all aspects of this function.

 Knowledge of Telephony/Communication software. (VoIP)

 Testing and Deployment of applications in a mobile environment along with ensuring

data security.

 Experience of TCP/IP networking including cable making and wireless LAN

networking.

 Ability to troubleshoot and diagnose problems in a logical manner.

 Excellent interpersonal skills both oral and written and ability to communicate at all

levels within the organisation and 3rd parties.

 Works well within a team and with the ability to demonstrate initiative.

 Commitment to delivering quality work at all times.

 Ability to work under pressure and to deliver work against tight deadlines.

 Attention to detail.

 Strong organisational skills, time management and prioritisation skills.

 Self-motivated and Innovative.

 Problem solving ability and prioritising own workload.

 Work within set procedures determined by the ICT Management Team.

 Ability to formulate solutions using own initiative.

 Able to identify potential areas of risk, evaluate and implement resolutions.

 Knowledge of ITIL or trained to ITILv3 Foundation desirable.

 Understanding or experience of working in a virtualised environment.

 Have an overall ICT awareness of software and be highly skilled in all other general

aspects of ICT with relevant experience in an ICT setting.

 The ability to explain technical issues to non-technical staff.

Closing date for applications 16 February 2024.  Interviews to be held the following week