Junior Engineer

The Role:

To provide remote, onsite and workshop IT support to our Customers. To complete small works and installation projects scheduled by Service Delivery Manager or Helpdesk Team Lead. To provide great customer service and general administration duties on the Service Desk.

Responsibilities: 

• To always provide excellent and effective customer service.
• Provide 1st line support for incoming service requests, utilising our service desk ticketing system.

• Take ownership of support requests, ensuring they are resolved and ensure customers are always communicated to.

• Answer incoming telephone calls, tickets, and emails and provide the first point of contact as well as escalations to all customers.

• Visit client sites where necessary to resolve issues, often at short notice
• Correctly log and update tickets with the required information relating to support requests.

• Contribute to the creation, development, and review of procedures and policies within the IT department.

• Manage and maintain our internal knowledgebase system
• Manage and maintain the endpoint monitoring platform daily.
• Log support tickets for all issues flagged, including daily checks.
• Notify the Service Delivery Manager of reoccurring outages.
• Diagnose and raise hardware failures as a critical priority.
• Raise outages as a critical priority.
• Ensure correct ticket information is always maintained.
• Manage own ticket queue and work schedule in an efficient manner.
• Ensure accurate timesheets are always maintained.

No job description can be entirely comprehensive, and the successful candidate will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual’s remit and capability, and consistent with the status and responsibilities of the role within the business.

Experience:

Essential

• Experience working in an IT support environment covering several different technical areas.

• English Language (written and verbal) to a GCSE level or equivalent.
• Sound, demonstrable communication skills; written and verbal.
• Excellent customer service skills gained through previous experience.
• Experience in troubleshooting Microsoft environments.
• Working knowledge of windows server 2012/2016/2019.
• Working knowledge of windows 10/11.
• Working knowledge of Office 365.
• Working knowledge of major networking components, networking operating systems, and basic configuration and maintenance.

• Comfortable working within a team or on own initiative.

Desirable

• Experience working with Apple products and operating systems
• At least 1 formal IT qualification at entry level or above. i.e: CompTIA, Microsoft,
• Backup configuration and maintenance experience.
• Experience in completing daily system checks, servers, backups, and firewalls.
• Experience in documenting processes and procedures.
• Hands-on knowledge of the procedures used in the installation, modification, maintenance, and repair of IT hardware and software.
• Willingness to learn new skills in a fast-paced environment.