System Support Engineer
Role details
Job location
Tech stack
Job description
To work as part of the Systems Support Team across multiple contracts acting as the initial point of contact for the customer supply chain and internal teams for all queries relating to the system (primarily Concept and SharePoint) business processes reporting and change requests., Customer Support and Query Management
Act as initial point of contact for customers supply chain and internal teams.
Provide 1st & 2nd line support for IT systems (Concept and SharePoint).
Log triage and manage support tickets through to resolution.
Follow ticket update processes to keep customers updated on progress and provide regular updates on issues.
Develop 2nd line support capabilities for in-depth investigations.
Ensure accurate feedback and information to stakeholders.
System Administration and Maintenance
Manage user accounts and access.
Ensure data accuracy and system efficiency.
Support compliance with processes for internal and external audits.
Change Management
Coordinate Change Approvals Board activities.
Triage change requests and support testing.
Maintain accurate updates on change processes.
Continuous Improvement
Identify areas for system and process enhancement.
Drive efficient delivery of contract obligations.
Requirements
Technical Proficiency
Strong Microsoft Office suite skills (Word Excel PowerPoint Visio).
Experience with multiple bespoke business.
IT systems Proficient in creating triaging and managing support tickets.
Customer-focused with ability to build trust with stakeholders.
Knowledge of Facilities Management industry.
SQL proficiency for basic data queries.
Personal Attributes
Self-starter with strong initiative.
Analytical thinker with adaptability and attention to detail.
Organised able to prioritise workload and manage multiple projects.
Interpersonal Skills Strong team player with excellent communication skills.
Goal-oriented with focus on continuous improvement.
Technical Skills Required
Essential :
Must be eligible for security clearance of CTC level or above.
Experience supporting various bespoke business IT software packages.
Experience using Support Team software ideally Jira.
Desirable :
An undergraduate Degree / HND / HNC level in Computer Science Management Information Systems Business Administration or Engineering or equivalent experience.
Experience supporting CAFM systems ideally Concept Evolution Experience of SharePoint and associated tools Familiarity with ITIL practices ideally ITIL version .
The role can be based at either Swindon or Leatherhead and is hybrid (3 days office. 2 days remote), Computer Science,SQL,Active Directory,VMware,PowerShell,OS,System Support,Windows,Database,Linux,Troubleshoot,System Administration,hardware,Technical Support,UNIX
