IT Support Engineer

IT Support Engineer

Location: Huntingdon

Salary: Competitive

Vacancy Type: Permanent, Full Time

The Role

The IT Support Engineer will report to the CTO and be part of the IT team which is responsible for maintaining an efficient, secure, and stable IT environment for the group of companies. The role will be to provide IT Support to other Group staff in addition to participating in the evolution of company systems.

Roles and Responsibilities:

The IT Support Engineer will provide 1st and 2nd line support for their global colleagues based in the UK, USA, Europe and China. They will help to ensure the stable operation of the Network, Server, Desktop and Mobile Infrastructure environments.

This role is incredibly broad and offers the candidate the exposure to a variety of technologies and associated challenges. In addition to support work, the role will involve participation in project implementations and technology rollouts. The ideal candidate must have experience of working within an IT Support Team and will be very familiar with the Windows desktop and server operating system. Customer service, patience and good communication skills are essential for this position, as is a flexible, versatile approach to work. The ability to think and act quickly on your feet under pressure and be creative with limited resources is an important part of this role.

Key responsibilities:

• Service Desk / Ticket Management. Perform 1st and 2nd level responsibilities for technologies within the estate, escalating issues to 3rd line support where appropriate.
• Act as ‘1st point of contact’ for non-UK Group companies.
• Administration and patching of enterprise tools and systems (e.g. Active Directory)
• Investigate and resolve issues, inc network management, business applications and hardware, including working with third party support teams to resolve issues.
• Ensure that ticket management processes are followed in order to have an audit trail for historic fixes.
• Project work. Deliver project tasks as required. These tasks will vary according to the project.
• Continuous Improvement. Be able to identify trends in customer issues and apply problem management techniques to understand root cause.
• Innovation. Work with the wider IT team to propose opportunities to benefit from external technologies.
• Risk Management. Identify and mitigate technology risks and ensure the IT Risk Log is up to date
• New starters. Perform inductions for new colleagues and ensure that devices are set up for their use.
• Work as part of the wider IT team, covering roles where required due to absence.
• Contribute to the creation and maintenance of company policies and procedures, including the championing of them with wider colleagues.
• Work with the IT team to maintain and evolve their Cyber Security posture. This will include liaising with 3rd party support teams as well as using and optimising their cyber tools and procedures. Be a cyber security advocate.
• Support end users in adopting technologies, including ad hoc training where required

Skills and Qualifications

Essential:

• Minimum 3 years' experience in IT support role.
• Strong Windows desktop and server support skills.
• Desktop and server patch management.
• Deploying secure compute configuration using Group Policy.
• Experience managing antivirus/endpoint security products.
• Significant experience in technical administration roles covering Hardware and Software.
• Strong technical problem-solving skills and experience.
• Exposure to backup technologies.

Desirable:

• Practical administration experience of Microsoft Exchange or Office 365.
• Exposure to Mobile Device Management solutions.
• HP Server hardware and system management tools.
• Exposure to virtualisation technologies.
• SQL administration.
• VMware ESXi virtualization management.
• Understanding of industry trends and emerging threats.
• Experience of scripting/automation languages.
• Knowledge and / or exposure to CyberEssentials or ISO27001.

Personal Attributes

• Excellent customer facing skills and an ability to be the link between customer business problems and technical fixes.
• Highly motivated and accountable, with a track record of owning issues through to resolution. Able to deliver tasks to deadlines and communicate progress.
• Possess an enquiring personality, in order to diagnose issues and engage others to deliver a solution.
• Possess strong analytical and problem-solving skills.
• Be a team player and be able to engage and build relationships with colleagues face to face and remotely.
• Out of hours working will be required at points in order to minimise disruption to their users and to deliver project work. Similarly, some travel to other group sites may be required.
• As part of a small, supportive team, the candidate will be comfortable with covering different roles and with ambiguity
• A technologist, the candidate will have a keen interest in technology trends.

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please do not hesitate to apply.