IT Support Engineer

We are now looking for an On-site IT Support Specialist to work with our client, an international business who have one of their global head offices based in the Hemel Hempstead area.

This role is an initial temporary position on an initial 12-month period and comes about due to the need to grow the team and also the chance to be involved in a huge hardware focussed project.

You'd find yourself working in a small team in this role, working closely with 2 other people in the local IT team.

As part of this team, you'll be supporting on all different types of internal IT queries, troubleshooting and providing support to the 100+ staff based in the Hemel offices; as well as being part of a huge hardware focussed project and helping with the set-up of new equipment and updating/refreshing of current equipment.

Full training would be provided for this role, making it a great entry route for someone with an interest working in an IT based role and team with minimal experience but very much holding the right attitude.

This is a temporary position to start, but there's a good chance this could lead into a longer term for the right person.

You'd be working Monday to Thursday in the Hemel offices and typically working from home on a Friday as the offices will typically be closed then.

You'll have a choice of working 8-4 or 9-5 each day with an hour lunch break.

This will be weekly pay on a temp basis, every Friday, and will be paid at an hourly rate at the equivalent of a salary between 25k and 30k, dependant on experience.

Responsibilities:

• Serve as the first point of contact and tech support for customers seeking technical assistance via phone lines, ticket queues & walk-up support in a courteous and professional manner.
• Conduct various audits as needed.
• Desktop computing environments consisting of Windows 10, MAC OS and iOS.
• Handle Project assignments with minimal supervision.
• Manage escalated incidents and resolve the incidents working with Remote Service Desk team to capture details in knowledgebase articles for future reference.
• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications sometimes using remote access technology.
• Access software updates, drivers, knowledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution.
• Build rapport and elicit problem details from employees.
• Perform post-resolution follow-ups to all help requests.
• Record, track, and document incident requests to final resolution.
• Provide meeting room support including Zoom rooms & Microsoft Teams rooms.
• Provide priority support to our VIP users.
• Provide AV setup for quarterly meetings.
• Asset Management tracking as equipment is deployed / returned to stock / retired.
• Recovering assets either in the office or via arranging courier collection.
• Active Directory administration.
• Provide VPN connectivity support.
• Support all network printers and desktop peripherals.
• Experience with supporting VLANS, DHCP, DNS, Security policies.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop an understanding of the unique technology requirements that exist within the business unit(s).
• Suggest and advocate technological solutions and enhancements that meet the need of the business unit(s).

Candidate Experience:

• You will ideally need a degree or some form of IT related education.
• Any previous user support experience would be hugely beneficial.
• Excellent customer service and people skills needed.
• Good team player and experience of working in team orientated tasks or projects.
• Good knowledge of computer hardware, including laptops, desktops and peripherals.
• Experience with desktop (PC & Mac), server, and mobile operating systems (Windows 10, MAC OS, Windows Server, Android and iOS).
• Application support experience with Office 365 Business Applications and Services, MS Office, Outlook, One Drive, SharePoint, Teams, SharePoint etc.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills. Ability to present ideas in user-friendly language.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb information quickly and retain this knowledge for future reference.

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.