IT Engineer

IT Engineer

Location: Head Office: Mundells, Welwyn Garden City

Salary Range: £30,169 - £35,285 per Annum (DOE)

Hours: Full-time, 37 hours per week

Contract: Permanent

Reports to: Senior IT Engineer

PURPOSE OF THE JOB

To support with the day-to-day functionality of all existing Information Technology systems within the business, ensuring that the IT provision is both fit for purpose and supports the needs of the individual teams whilst delivering the overall business objectives. Help manage the help desk and tickets to ensure the smooth running of HCL. Co-ordinate improvements, developments and updates to the many systems HCL use.

Support the Senior IT Engineer with a range of activities including hardware management, security reporting, providing user support and training on the many systems HCL use. Ensure continuous improvement is always made through the IT HCL uses, that streamlines workflows and benefits internal teams whilst supporting HCL’s overall business objectives.

MAIN AREAS OF RESPONSIBILITY

• Technical Support & Problem Management: Working alongside the IT Manager and Senior IT Engineer prioritising the resolution of technical support requests, ensuring prompt and efficient incident resolution. Implement best practices for incident and problem management, including identification, investigation, resolution, and root cause analysis. Collaborate with all teams to ensure seamless communication and coordination during major incidents or system outages.
• Administration & Advice: Maintain database and records of IT equipment. Ensure effective IT support provision for all areas of the business, to troubleshoot and resolve issues that arise – liaising with 3rd parties where appropriate. Support the review process of the HCL Software Portfolio, identifying when software is being upgraded and ensuring the appropriate documentation exists for all software.
• Security & Data Governance: Support with maintaining robust cybersecurity measures and data governance protocols to safeguard all HCL’s sensitive information and prevent security breaches. Regularly assess and address potential security vulnerabilities and provide reporting on it.
• Hardware Management: Maintain, and support the company's hardware infrastructure, including servers, workstations, networking equipment, and peripherals. Ensure hardware upgrades and replacements are carried out timely and cost-effectively. Support for our VoIP system to enhance internal and external communication capabilities, including voice and video calls, instant messaging, and conferencing.
• IT Policies & Compliance: Help to deliver IT policies and procedures to ensure compliance with data protection regulations, industry standards, and the ISO 27001 principles.
• User Support & Training: Provide technical support to all users across the business and ensure they are proficient in utilising IT systems effectively. Conduct training sessions to enhance user knowledge and adoption of IT tools.

This list should not be regarded as exhaustive, and the post holder will be expected to deliver other duties relevant and appropriate to this role and department.

PERSON SPECIFICATION

Experience & Skills

• At least 2 years work experience in relevant IT fields
• Good IT Knowledge with a passion for technology, with good awareness of current and emerging technologies
• Demonstrates advanced Microsoft Office suite skills, particularly Word, Excel and Outlook
• Confidence to support and teach individuals with a range of IT knowledge with experience of providing training and advice.
• Awareness of GDPR, the New Data Protection Act, Computer Misuse Act, European Directives, and other legislative statute associated with IT.
• A sound knowledge and experience of developing IT related policies and standards.
• Ability to communicate clearly and concisely with both technical and non-technical staff both orally and written.
• Ability to plan, organise and handle conflicting demands in own workload.
• Confidence working with minimum supervision on straight-forward tasks, whilst remaining resilient under pressure
• Ability to develop effective working relationships as part of a wide