Post Title: 1st Line IT Support Engineer
Job Purpose:
To provide technical IT support to customers of Evolve IT; providing excellent customer service, technical support, and effective communications about technology.
Responsible to: Service Desk Manager
Liaising with: Support Desk Team, Site Support
Main / Core Duties:
The IT Support Engineer role is to respond to email and phone support requests to maintain the operation of the customers' computer systems to an agreed level.
This individual will provide remote and onsite support, ensuring the business is supported to achieve its targets. The IT Support Engineer will be responsible for both reactive and proactive maintenance activities. There will also be a requirement to contribute to IT projects.
Associated Tasks & Responsibilities:
* To deliver support services effectively and efficiently.
* To ensure support services are available during core operational times for given areas of responsibility.
* To ensure servicing and maintenance schedules are undertaken at the designated times.
* To work in line with Service Level Agreements, ensuring that targets are met.
* Follow agreed processes and procedures for the support teams.
* In the event of recurring incidents with significant repercussions, try to identify and suggest permanent solutions.
* Resolve any issues with personal work delivery as identified.
* Keep current with the latest service industry and educational developments.
* Understand and clearly communicate the service requirements of Evolve IT's customers to peers and direct reports.
* Assist in the implementation of all IT policies and procedures, especially those for service provision.
* Follow policy and procedures relating to asset management for IT hardware, software, and equipment.
* To continually seek to develop service and make improvements. To extend all services to existing and new stakeholders.
* To work with colleagues and partners to explore possibilities for service development.
* To deliver IT Service effectively and efficiently. To achieve Service Level Targets.
* To maintain monitoring of systems within the scope of existing or approved products.
* Completion and filing of service tickets in the service desk system for self and team.
* Recording of all major incidents, remedial activity and future actions following.
* Maintenance of all IT service documentation.
* Ensure that in all communications with service users that the values of Evolve IT are demonstrated.
* Develop, nurture, and maintain the positive image of Evolve IT.
* Attend functions and meetings necessary to support the delivery of the role, promoting the values of Evolve IT. Actively promote the service of Evolve IT.
* Responsibility for the safe use and safe keeping of IT Infrastructure, laptop, & other electronic assets as appropriate to the role.
* To abide by and implement all policies and procedures of Evolve IT, including being aware of and responsible corporately and as an individual for Health and Safety and IT security policies and procedures.
* To follow the requirements of the Information Security Management System as appropriate to this role function.
* To carry out all duties in the most effective, efficient, and economic manner. To continue personal development in the relevant areas.
* To participate in the Evolve IT staff review and appraisal process.
* Safety training to ensure current knowledge of safety policy and legislation relevant to the area is maintained.
* Any other tasks required for the provision of IT support to the customers of Evolve IT, and/or the operational requirements of Evolve IT.
Person Specification:
* General knowledge of service and application delivery, preferably to have successful service level agreement accomplishments.
* Understanding and preferable experience of ITIL processes and service delivery software is advantageous.
* Good knowledge of IT technologies.
* A good analytical mind, able to tackle a problem from different angles and make decisions quickly.
* Strong communication and negotiation skills. Good written and oral communication skills.
* Excellent interpersonal skills. Team oriented.
* Ability to conduct and direct research into IT issues and products as required.
* Ability to present ideas in user-friendly language.
* Highly self-motivated and directed. Keen attention to detail.
* Evidence potential for analytical, evaluative, and problem-solving abilities.
* The ability to effectively prioritize and execute tasks in a high-pressure environment is advantageous.
* Strong customer service orientation.
#J-18808-Ljbffr