IT Support Engineer

As a IT Support Engineer at Resolve, you will be an integral part of our managed services team.

Based in our offices with the occasional opportunity to help a colleague on site, your primary goal will be to provide amazing IT support to our clients in a timely and efficient manner, working to targets and meeting service level agreements.

You will take responsibility for managed services requests, prioritising and dealing with them effectively. This role is crucial in delivering a continuously outstanding customer experience for our clients.

On a day-to-day basis you may be asked to carry out tasks such as:

• Troubleshooting a problem with a users remote VPN or remote desktop server connectivity


• Investigating a problem with a users email and potentially rebuilding their Outlook or Windows profile.


• Setting up a new user for a client


• Troubleshooting an operating system issue


Skills essential in this role:

Resolves IT Support Engineers play a vital role in providing consistent, high quality IT support to clients while ensuring the smooth operation of their IT environments. This role primarily focuses on support, but also involves some user or basic service requests such as setting up a new user or making a simple change to file permissions.

Our IT Support Engineers possess strong troubleshooting skills to quickly diagnose and resolve a wide range of IT issues. They effectively identify root causes, apply problem-solving techniques, and implement solutions to minimize downtime and disruptions.

Proficiency in system administration tasks, including user account management, group policy configurations, software installations, and basic network setups, is important. IT Support Engineers are able to handle routine system maintenance and ensure proper configurations.

Adept at providing remote support, Resolve's IT Support Engineers are skilled in using remote desktop tools, communication platforms, and ticketing systems to assist clients efficiently. Clear communication and the ability to guide users through troubleshooting steps are essential.

Exceptional customer service skills are crucial, as our IT Support Engineers interact directly with clients. They must be patient, empathetic, and able to clearly explain technical concepts to non-technical users. Positive customer interactions build trust and satisfaction.

Accurate and detailed documentation of support interactions, troubleshooting steps, solutions, and configurations is essential. Well-organized documentation helps streamline future support and provides valuable insights for continuous improvement.

Efficient time management ensures that IT Support Engineers can handle multiple support requests, prioritize tasks, and meet service-level agreements (SLAs). They should be adept at managing their workload and responding promptly to client needs.

The IT landscape is constantly evolving, and our IT Support Engineers stay current with technology trends and adapt to new software, hardware, and troubleshooting techniques. They are open to learning and upgrading their skills.

Collaborating with colleagues, including other support engineers and technical teams, is essential for resolving complex issues. Resolve's IT Support Engineers are able to share knowledge, seek assistance when needed, and contribute to team success.

The ability to approach challenges with a methodical and analytical mindset is vital. IT Support Engineers should be proactive in identifying recurring issues, suggesting process improvements, and helping prevent future problems.

Precise attention to detail is important for accurate troubleshooting, documentation, and system configurations. IT Support Engineers should ensure that all tasks are completed thoroughly and comprehensively reviewed.

Skills desirable, but not essential:

Resolve provides training and support to all employees, but we are looking for someone who already has experience in some of the following technologies:

• Windows: Understanding of Windows 11, user accounts, file management, and basic troubleshooting.


• macOS: Basic knowledge of macOS user interface, system preferences, and software installations.


• Microsoft Office, including Microsoft 365, Microsoft Exchange & Exchange Online


• Networking Basics: o TCP/IP: Basic understanding of IP addressing, subnetting, and DNS. o DHCP: Awareness of dynamic IP assignment in networks. o Basic Network Troubleshooting: Identifying basic connectivity issues and performing simple troubleshooting steps.


• Desktops and Laptops: Knowledge of computer components and basic hardware setup.


• Peripheral Devices: Familiarity with printers, scanners, and other common peripherals.


• Mobile Devices: Basic understanding of smartphones and tablets.


• Remote Desktop: Basic usage of remote desktop software for remote support


• Installation Procedures: Basic knowledge of installing software applications on various operating systems.


• Software Updates: Awareness of updating operating systems and software.


• Task Manager (Windows) and Activity Monitor (macOS): Understanding how to monitor system resources.


• Event Viewer (Windows): Basic knowledge of reviewing system logs for errors.


• Password Management: Understanding the importance of strong passwords.


• Antivirus Software: Awareness of antivirus programs for basic system protection.


• Remote Assistance: Basic familiarity with tools for providing remote support to end-users.


Microsoft or vendor qualifications such would help an application, but are not essential.,
• IT support: 1 year (required)
  
  Job Types: Full-time, Permanent


Pay: £21,255.00-£25,000.00 per year

Benefits:

• Casual dress


• Company events


• Company pension


• Discounted or free food


• Free parking


• On-site parking


• Private medical insurance


Schedule:

• Monday to Friday


• No weekends