IT Technical Support Engineer

This is an exciting opportunity for candidates with existing knowledge within the IT industry, or those with a keen interest to learn and develop in a forward thinking IT provider based in North East Lincolnshire.

F4 IT provide IT support and solutions to a range of customers in both public and private sectors, with a particular specialism in supporting healthcare providers.

We aim to provide a service which is customer focused, fit for purpose and highly secure. The IT Technical Support Engineer is paramount for the smooth running of the organisations we support.

The service is ISO27001 and Cyber Essentials Plus accredited and maintains high levels of data security throughout via the well-established processes and procedures that are adhered to.

The post-holder will have responsibility for the delivery of the following key tasks:

• Provide technical support by answering and resolving service requests efficiently, ensuring minimal call waiting and abandoned rates, and meeting agreed SLAs.
• Log, triage, and manage incidents and service requests through to resolution, applying approved solutions, and maintaining accurate documentation.
• Create, manage, and close user accounts, security groups, distribution lists, and asset information accurately, ensuring compliance with confidentiality, integrity, and availability standards.
• Assign requests, develop basic solutions for approval, and analyse report data to support problem resolution and related duties.
• Carry out field support tasks, providing on-site technical assistance as required.
• Deliver high-quality service by analysing KPI statistics, identifying trends, and contributing to continuous improvement.
• Ensure compliance with relevant legislation and other standards aimed at ensuring the confidentiality, integrity and availability of information.
• Support the development and implementation of digital processes and automations.
• Provide expert advice, guidance, and communication to managers, health professionals, and other staff on digital and IT matters, liaising with internal teams, third parties, and system suppliers as required.
• Demonstrate advanced understanding of Active Directory, M365, and other core systems; apply basic infrastructure knowledge to support technical projects, system implementations, and maintenance tasks.
• Support the administration of phone systems, preventative maintenance, and asset management to ensure all hardware and software records remain up to date.
• Contribute to the development of procedures, documentation, and small projects within own area of expertise, ensuring robust change control and adherence to service standards.
• Assist with the management and implementation and maintenance of infrastructure systems, analysing and reporting any issues to the Senior Infrastructure Engineer for guidance as required.
• To manage and prioritise infrastructure incidents including business critical incidents.
• To provide technical guidance and support to technical projects and implementation of new technology and systems.
• To liaise with senior members of the Customer Service team in order to provide support to F4 staff and its customers
• Provide coaching/mentoring to Customer Service staff.
• Provide support, explanation, documentation and advice to managers when resolving service specific system issues.
• Provide and receive complex technical IT information when liaising with system suppliers, 3rd parties and other IT professionals.
• Manage server and desktop patch management processes including scheduled audits.
• Carry out regular preventative maintenance tasks assigned to 3rd Line in the Service Desk.
• Manage and implement the policies and procedures relating to own area of knowledge.
• Propose changes to IT working practices and procedures.
• To participate in the out of hours on call service, Tier 1.

Do you have experience in Technical support?