IT Support Engineer

This role provides IT support for Advantis Credit. This role supports the IT services manager and provides IT support to the business. This is a customer facing role.

Continual learning will be available to discuss your development roadmap to continue building knowledge through courses.

Key Responsibilities

Working as an IT Support Engineer, providing support in responding to tasks via other channels.

Provide an escalation point of contact to 1st line support, customers and maintain excellent customer service via; Phone, Email and other channels.

Manage and take ownership of support request, tasks, issues, incidents

Accountable for overview of backups, ensuring any failures are reported, troubleshooted and resolved.

Onsite support and occasional travel to other customer sites for customer support

Input into the root cause analysis from service restoration.

Monitor system performance and ensure system security

Management of incidents

Contribute effectively to the establishment and maintenance of the Platform departmental knowledge, documenting clear instructions and known fixes.

Utilising a ticketing system to create, log and rectify a range of IT issues

Installation of software for new and existing users

Configuring mobile phones, laptops, PCs and other hardware components.

Onboarding new employees through the creation of accounts and deployment of hardware

Offboarding leavers

Keeping our asset database up to date

Procuring equipment from our suppliers

Virtual support through Ninja RMM to install and remediate software and related issues

Identify and proactively raise problems

Meeting and exceeding our departmental SLA's and guidelines

Upskilling using our training platforms Learn Upon and Pluralsight

Working within an ITIL framework

Utilising our M365 admin platform to ensure all users have the tools that they require to complete their job

Striving to fix users issue on first contact (first time fix)

Ensure compliance with company IT policies, security protocols, and best practices.

Other Duties

Take part in the out of hours rota to provide support to users outside of our core hours

Take part in occasional out of hours maintenance to complete tasks that cannot be completed within normal office hours

Any other ad hoc tasks that may be required that are commensurate with the level of the post

Experience

• Good knowledge in administration of Microsoft 365,
• PowerShell Scripting knowledge
• Good knowledge of Windows Server, Networking, Virtualisation technologies (Hyper-V preferably)
• Good knowledge of Active Directory, DNS, DHCP
• Good knowledge of Intune/AutoPilot or equivalent technology.
• Good communication in English
• Experience of an ITSM Tool
• Experience of enterprise IT processes
• Experience of focusing on providing excellent customer service
• Experience of working in a busy IT service desk or IT department
• Experience of working and exceeding SLA based targets