On-site Support Engineer

The purpose of this role is to provide 2nd line technical support to the wider EMEA staff and Associates for our technology infrastructure, desktop, voice and communications systems. The objective is to ensure that services are reliable during normal working hours and to maximise system availability at all other times. Technical support will include assisting staff in how to use our systems most efficiently.

The role is a 2nd line technical solutions provider. The key objectives are hardware management and builds (laptops and mobiles) and to resolve faults and assist customers with their more elevated technical queries where the first-line support helpdesk are not able to assist.  Installing software, managing mobile contracts, managing the laptop inventory, ordering software and hardware from approved 3rd party suppliers.

• Deliver the professional and timely resolution of IT issues by using initiative to provide business solutions;
• Ensure effective communication of progress to customers in line with agreed SLAs;
• Co-ordinate with third party maintainers when appropriate to ensure a timely resolution to problems which may be dependent on their support;
• Assist internal customers by providing relevant documentation and information to help them understand the technology systems used to carry out their roles;
• Carry out necessary routine tasks to ensure continued reliable operation of all IT systems;
• Assist with new office technical requirements (network installations, routers, switches, AP’s);
• Provide project and technical support at other times as reasonably required;
• Travel to other sites if required to do so;
•  Take part in an on-call rota if required in the future.

A people-orientated individual who is motivated to assist customers and has determination to achieve solutions. Able to work in a helpful and co-operative manner interacting with a range of people. Able to work in a high-pressure environment and still maintain exceptional customer service. The person must be flexible, able to manage their own time and prioritise work effectively to meet the needs of the customer and the business, working on their own at times to achieve this. The person must be able to write clear and concise technical and customer documents.

The successful person will be very familiar with and confident providing 2nd line support for the following technologies.

• Hardware;
• Laptop support builds and implementation;
• Windows 10, 11 & MAC OS;
• Working with 3rd line colleagues to develop new builds and implement;
• Office 365;
• Mailbox administration;
• MS Office 365 – Outlook and Teams set up;
•  Networking LAN/WAN/VPN;
• VPN troubleshooting;
• Wi-Fi troubleshooting;
• Telephony;
• Basic system configuration such as hunt groups and pickup groups;
• Android & iPhone Smartphones;
• Apple device support for desirable;
• Technical support for Mac support and image builds.
• Not essential but a bonus would be to have knowledge on Intune support.