The IT Support Engineer (ITSE) plays a crucial role in our business and within the Process Improvement Team. This role is responsible for providing first-line IT support to both field-based and office-based users, ensuring smooth operations across all company systems.
Your key responsibilities include:
1. Delivering first-time fixes where possible while managing support tickets with third-party suppliers.
2. Handling incidents, requests, changes, user problems, and release management across all platforms.
3. Continuously improving IT service delivery by identifying process improvements and ensuring a seamless experience for users.
4. Managing and maintaining IT costs across the business, ensuring that IT expenses are monitored, optimised, and reported accurately.
5. Reviewing and maintaining IT portfolios to ensure that asset records, software licenses, and costs remain accurate and up to date.
You must demonstrate a commitment to excellent customer service, be self-motivated, and actively contribute to an enhanced IT service for all employees. Strong administrative skills and a proactive approach to upholding company values are essential.
Person Specification
Key Attributes
1. Confident and professional communicator – able to engage effectively at all levels.
2. Positive influencer – capable of achieving effective outcomes through collaboration.
3. Resilient under pressure – maintains high performance in challenging situations.
4. Relationship-builder – fosters strong, long-term professional connections internally and externally.
5. Solution-focused – proactively identifies and implements IT solutions that meet business needs.
6. Detail-oriented – ensures accuracy in all systems, documentation, and data analysis.
7. Customer-centric – prioritises the needs of colleagues and the wider business.
8. Highly organised – manages priorities efficiently to meet goals and deadlines.
Core Competencies
Communication
1. Confident and self-aware, making a positive and professional impression.
2. Able to clearly articulate technical concepts to non-technical users.
3. Writes and speaks in a way that is concise, impactful, and easy to understand.
4. Energetic, committed, and determined to deliver excellent service.
5. Dependable, accountable, and keen to expand skills and develop professionally.
Problem-Solving & Performance
1. Maintains calm and focus under pressure.
2. Identifies and resolves IT issues efficiently, preventing future complications.
3. Ensures accurate data entry and system usage for effective troubleshooting.
4. Proactively seeks and delivers innovative service improvements.
5. Meets SLA and KPI targets for incident resolution and service requests.
6. Manages IT costs efficiently, ensuring spending is aligned with business priorities.
7. Works cooperatively and flexibly with colleagues and external partners.
8. Respects and values different perspectives, listening actively and responding constructively.
9. Supports HR with onboarding and offboarding IT processes.
10. Collaborates with third-party providers to ensure smooth service delivery.
Commitment to Quality & Compliance
1. Ensures all IT operations align with Health and Safety (HSE) and company guidelines.
2. Addresse anomalies and risks promptly to protect employees and the business.
3. Produces high-quality work, ensuring clarity, accuracy, and compliance.
4. Reviews IT portfolios regularly to maintain accuracy and ensure cost efficiency.
Role Responsibilities
Technical Support & Service Delivery
1. Act as the first point of contact for all IT support queries.
2. Provide desktop and application support to internal and external users.
3. Ensure swift troubleshooting and resolution of IT issues.
4. Manage support tickets effectively, liaising with third-party suppliers when required.
5. Set up and configure new laptops, desktops, and mobile devices.
6. Install authorised software and maintain system integrity.
7. Maintain logs of faults and resolutions.
8. Manage incidents, service requests, and changes across IT systems.
9. Monitor and maintain server-based mail management and user accounts.
10. Support IT moves, projects and integrations.
11. Ensure all changes and releases align with business needs and IT best practices.
Cost & Asset Management
1. Monitor, control, and report on IT costs across the business.
2. Ensure IT expenditures remain within budget, identifying cost-saving opportunities.
3. Review and maintain IT asset portfolios, ensuring accuracy in hardware, software, and licensing records.
4. Work with finance and procurement teams to streamline IT purchasing and budgeting.
Process Improvement & Innovation
1. Identify opportunities to streamline IT processes and enhance service efficiency.
2. Ensure clear documentation and training materials for end-users.
3. Support software testing and implementation as part of larger projects.
4. Communicate progress effectively within the IT team and wider business.
Technical Skills & Experience
Essential: Microsoft Windows & Office 365, Network & local storage management, IT support ticketing system management, Managing user accounts across multiple software platforms, Strong troubleshooting and problem-solving abilities.
Desirable (but not essential): Business Intelligence software experience (PowerBi, Klipfolio), MySQL query skills, IT-related qualifications.
Why Join Us?
This is a fantastic opportunity for an IT professional who is passionate about customer service, process improvement, and delivering high-quality IT support. If you are proactive, solutions-driven, and eager to make a real impact, we’d love to hear from you!
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