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Role: IT Support Engineer
Location: Oxford / Hybrid
Salary: 28k - 32k
Purpose statement
Our client are in the business of changing people's lives. They provide an outstanding customer experience by showing that we care, build trust, deliver our expertise, drive innovation and demonstrate our patients our passion on a day-by-day basis.
Main purpose
They require an IT Support Engineer to provide support for all IT related incidents and service requests. The IT Support Engineer is essential for maintaining the efficiency and security of technology within the business, by combining technical proficiency with exceptional customer service.
You will be joining a friendly IT team, supporting users across 12 clinics in 3 geographic locations, using a combination of remote support tools and desk side/onsite support.
Remote and flexible working opportunities in a relaxed but demanding environment.
Roles and responsibilities
* Incident Management: Actively Monitor the ITSM tool (TOPdesk) to ensure user inquiries and technical issues are dealt with promptly to minimize downtime and maintain productivity.
* Recognise complex problems and escalate them to specialised staff where necessary.
* Proactively monitor IT systems and applications to ensure optimal performance and availability.
* Maintaining accurate records of incidents, requests, and resolutions to enhance future service delivery.
* Request Fulfilment: Process requests for new services, including onboarding and offboarding services, or modifications to existing services efficiently.
* Problem Management: Identify and analyse recurring issues to implement effective solutions and prevent future occurrences.
* Change Management: Ensure changes to IT services are documented and actioned in a timely manner ensuring minimal disruption to users.
* Knowledge Management: Create and maintain comprehensive knowledge items to facilitate quicker resolutions and improve service delivery.
* Asset Management: Ensure their hardware and software assets are managed through their lifecycle from initial purchase through to decommissioning.
* Travel as necessary to other the clients sites in the UK and possibly Europe.
The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties but does not preclude other projects that may arise as the organisation evolves.
Confidentiality
The post holder must maintain confidentiality of information about patients, employees and other Company business in accordance with the National and European data protection legislation.
* Professional experience of working in a fast-paced IT environment with a solid understanding of IT systems, networks and applications crucial for effective troubleshooting.
* Working knowledge of:
o Active Directory
o Windows Desktop and Server environments
o M365
o Azure
o SharePoint
* Effective communication with the ability to convey technical information clearly to users and collaborate with technical teams.
* Strong problem-solving skills, able to diagnose issues and implement effective solutions quickly.
* A commitment to providing excellent customer service and support to enhance the user experience.
* Ability to work alone or as part of a team to resolve issues and improve service delivery.
* Proactive and professional in nature
* Capable of developing good working relationships with individuals at all levels both internal and external
* Composed under pressure
* Flexible and adaptable in approach
* Excellent verbal and written communication skills
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
