IT Support Engineer (Hybrid)

IT Support Engineer (hybrid) – London - £38k - £42k + benefits

Our client is a well-established MSP based in London; due to continued growth and expansion they are looking to recruit an IT Support Engineer, reporting directly to their IT Service Lead you will provide first and second-line support for incidents and service requests, including site visits, telephone calls, emails, or self-service portal. Communicating with their customers in a professional, supportive, and positive manner.

Main Duties and Responsibilities include:

• Maintain excellent customer service when managing/communicating with colleagues who are reporting incidents or making service requests, recognising the priority of the individual’s issue in the wider context of IT Service Delivery.
• Comply with the Change Management & Incident Management Process, Service Request and Major Incident Process and all other documented ITIL processes.
• Where appropriate identify and escalate incidents to the Third line support/Service Delivery Manager when the situation requires such actions to take place.
• To keep up to date with technical developments in appropriate areas of work ensuring that as many reported incidents are resolved at the first point of contact as possible.
• Support with the development of policies across the Business, in particular, those related to ICT.

Network and technical support responsibilities:

• Administer the effective support of a fast–running, reliable computer network that offer a quality platform to support teaching and learning as well as the wider administrative and managerial needs of the Business.
• Ensure all Service Levels and Key Performance Indicators are met.
• Under the guidance of the Service Delivery Manager, ensure compliance with all IT-related legislation including matters related to data protection and the use of software licences.
• Monitor the procurement system and liaise with external suppliers, when directed.
• Install and remove software, where directed.
• Maintain up-to-date records of all assets and configurations in the appropriate databases, ensuring that it is security tagged/marked and asset registered after purchase.
• Maintain printer and MFD fleet, liaising with suppliers and engineers to ensure smooth running of the service.
• Support all IT services, to ensure the availability of IT equipment, and support evening events when required.
• Manage access to resources and information for all users, both on site and remotely by a variety of devices.

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