IT Support Engineer
Job Purpose
The IT support engineer will work closely with the Head of IT and other members of the IT team to ensure the successful day-to-day running of the IT infrastructure.
Main Tasks & Responsibilities
- Installing and configuring computer systems and applications.
- Responding to technical support calls and emails from users seeking help.
- Troubleshooting and resolving hardware, software and networking issues.
- Respond to alerts and data from monitoring systems to ensure maximum uptime and a positive user experience.
- Maintain Active Directory, including user account creation, and permissions.
- Install OS patches and software upgrades in a controlled and timely manner to ensure the security and stability of the IT environment, using automated tools.
- Follow all policies and procedures and ensure you guide users to follow the IT policies for the protection of the IT environment.
- Providing detailed instruction and guidance to users on their IT-related issues.
- Maintaining detailed records of user issues and solutions implemented in the Helpdesk system.
- Participating in the creation of system documentation and training guides, to share knowledge with team.
- Implement and develop customisations, with scripting and document coding, changes and improvements to the SOS case management system.
- Plan, execute and review projects assigned by the Head of IT, within agreed timescales.
- Learn all supported systems used by the firm to an advanced level.
- Undertake additional or alternative duties that are reasonably consistent with their role and capabilities.
- Travelling to other offices, as required.
- Assist with out of hours work when needed at evening or weekends.
Experience & Skills required
- Solid background of hands-on IT Infrastructure skills. Demonstrate skills in the following technologies: Wintel, Active directory, DNS, DHCP, Wireless, Remote Access and VPN, MFA, Firewalls MS Office.
- Experience in a fast-paced IT support environment.
- Ability to work independently and as part of a team.
- Excellent problem-solving and troubleshooting skills.
- Have excellent communication and people facing skills and the ability to work with people of all technical abilities.
- Be able to work efficiently with a high level of activity and changing priorities and have absolute discretion when dealing with confidential matters.
- Be patient, tactful, helpful and approachable.
- Demonstrate strong written communication and organisation skills with an attention to detail and commercial awareness.