IT Support Engineer

IT Support Engineer

Department: IT

Employment Type: Permanent - Full Time

Location: Coventry, UK

Reporting To: Aditya Wazalwar - IT Support Manager

Description

The IT Support Engineer is responsible for providing technical support for users experiencing hardware, software, and service issues. The role will support colleagues both on-site and remotely (on and offshore), with software installations, hardware issues, and other IT-related matters, diagnosing issues, delivering effective assistance, and maintaining strong customer relationships.

The successful candidate will be primarily based at our Coventry office and will be expected to provide on-site support across the organisation as required. This includes occasional travel to our London and Bridgwater offices to meet business needs. The role will also support the planning, setup and delivery of corporate events throughout the year, which may take place at various locations, including London and Birmingham.

This role will suit someone who can exhibit excellent communication skills, act proactively, resolve IT issues efficiently, and uphold a good relationship with clients to ensure smooth team operations and collaboration.

Key Responsibilities

• Provide technical support on-site or via remote-access systems.
• Monitor and manage your own tickets, ensuring colleagues receive a timely response.
• Identify and ensure long-term resolutions for repetitive incidents.
• Own and respond to Internal IT system related events generated by monitoring systems or customer tickets.
• Support the upskilling of service desk colleagues to enhance first-time resolution rates and encourage effective knowledge sharing.
• Action changes to Internal IT systems in line with departmental improvements, adhering to strict change control processes.
• Support users in the use of computer equipment and software by providing necessary training and advice.
• Escalate incidents where appropriate and in a timely manner, always maintaining ownership of the incident.
• Own, create and maintain detailed documentation of services, processes, and systems.
• Identify, propose and deliver improvements to all IT services, always adhering to change control process.
• Identify gaps in your own knowledge, seeking the training necessary to complete certain tasks.Support the IT Support Manager with work on streamlining workloads, improving tooling to constantly improve service and efficiency.
• Support the service desk by taking user support calls and managing incoming incidents and requests.
• Deliver excellent customer service, building and maintaining strong partnerships with our colleagues.
• Complete project related tasks to Internal IT infrastructure and services when requested.

Skills, Knowledge and Expertise

• Experience in supporting end user’s devices, applications, cloud-based services whilst working in an IT Support team.
• Proven experience in a fast-paced environment, providing support to a large user base, both in person and remotely.
• Supporting Microsoft Windows 11 & Mac operating systems.
• Troubleshooting Microsoft Office 365 suite (MS Word, Excel etc).
• Troubleshooting Microsoft 365 Admin suite (Exchange, SharePoint, Teams, OneDrive, AAD etc).
• Active Directory, Azure Active Directory and InTune Management.
• Documenting services and processes.
• VoIP installation, management and support.
• Excellent verbal and written communication skills.
• Exceptional customer service and problem-solving skills.
• Good understanding of PC hardware set-up and configuration.
• Basic understanding of IP based networking, including but not limited to office Wi‑Fi and local area networking.
• Appreciation of the importance in accurately recording IT assets.
• Appreciation of ITIL best practice, including Change, Incident and Problem Management processes.
• Mobile Device Management.