IT Support Engineer
Artis Recruitment
- Swindon
- £26,000-28,000 per year
- Permanent
- Full-time
- Work as part of a team as a single point of contact for all support requests (incident and service request) via telephone, emails and ITSM system.
- Take ownership of Incidents and Service Requests through to resolution, ensuring that tickets which cannot be resolved at the Service Desk are escalated accordingly.
- Troubleshoot within End User Computing, Networks and Applications problems, diagnose and solve hardware/software Incidents/problems in line with the agreed SLA's.
- To follow up on ticket statuses to requestors and communicate progress promptly.
- Arranging external support with the third-party vendors where issues cannot be resolved in-house and escalate when necessary.
- Establishing a good working relationship with colleagues and customers
- Install, configure, maintain and support various IT Systems and Applications.
- Network monitoring and maintenance to agreed service levels using Operational monitoring tools.
- Contribute to the knowledgebase and assist in keeping documentation up to date following all agreed processes and procedures.
- Any other duties that are commensurate with the role and grade as maybe reasonably be requested by management.
- A background in technical support for multi-site organisations.
- Self-Starter, ability to work independently and collaboratively as part of a team.
- Excellent organisational and time management skills
- Ability to communicate effectively and clearly with all levels of staff.
- Experience in supporting Microsoft 365, Active directory, user management and permissions
- Good Working knowledge of computer hardware and associated operating systems
- Full Driving License (Essential)
- ITIL v4 Foundation,
- Microsoft Certifications