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Role Purpose
The primary responsibilities of the IT Support Engineer will be to resolve end user issues efficiently and effectively, maintaining a friendly, approachable, and professional demeanour. As an IT Support Engineer, you will play a crucial role in ensuring the smooth operation of our IT support function. This position is a blend of traditional IT Service Desk responsibilities and Desktop Support, providing comprehensive technical assistance to our employees.
Team Summary
Join a dynamic organisation where growth and positive change are constant, becoming a valued member of our collaborative IT team. In this dynamic environment, you'll have the opportunity to expand your skills and knowledge while contributing to the organisation’s technical success. You will collaborate with and report to the Senior Support Engineer to align with team objectives and ensure effective IT service delivery.
Main Duties and Responsibilities
IT Service Desk Support:
- Respond to and resolve IT Service Desk tickets in a timely manner.
- Provide first-line support for hardware, software, and network issues.
- Assist with user account management, including password resets and access permissions.
- Document and track issues using our ticketing system.
Desktop Support:
- Install, configure, and maintain desktop hardware and software.
- Troubleshoot and resolve desktop-related issues, including performance problems and application errors.
- Perform regular maintenance and updates to ensure optimal performance.
- Support remote users with VPN and remote desktop solutions.
General IT Support:
- Assist with the setup and maintenance of IT equipment, including printers, scanners, and mobile devices.
- Collaborate with other IT team members to implement and improve IT policies and procedures.
- Provide training and guidance to employees on IT best practices and security protocols.
- Participate in IT projects and initiatives as needed.
Key Competencies
- Adaptability and initiative
- Changing and improving
- Managing a quality service
- Energy and drive to deliver at pace
Desirable Skills and Experience
- At least 2-3 years of experience in IT support, preferably in a Service Desk or Desktop Support role.
- Experience in troubleshooting and resolving hardware, software, and network issues.
- Experience with IT service management tools and ticketing systems.
- Hands-on experience in installing, configuring, and maintaining desktop hardware and software.
- Experience in supporting remote users with VPN and remote desktop solutions.
- Excellent people and customer service skills
- Fluency in English (written and spoken)
- Knowledge Base Documentation.
- Experience in providing first-line support and managing user accounts, including password resets and access permissions.
- Ability to provide training and guidance to employees on IT best practices and security protocols.
