Systems Support Engineer

Be part of our best-in-class IT Service Desk. Are you ready to take on the challenge of shaping a world-class IT support function? This is your opportunity to join a dynamic coalition of cutting-edge technology firms specialising in Platform, Software, Data, AI, and other bleeding-edge solutions. You'll be part of a fantastic team where you can learn, grow, and develop your skills in an environment that thrives on innovation and collaboration.

As a Systems Support Engineer, you'll be the first point of contact for our users, ensuring every interaction is handled with professionalism and care. You'll resolve incidents, fulfil service requests, manage user accounts, and contribute to continuous improvement, all while applying ITIL 4 best practices to deliver exceptional value and customer experience.

Key Objectives

• Be the face of IT support: Provide first-line technical assistance via phone, email, and remote tools, delivering outstanding customer service.
• Own the ticket lifecycle: Log, triage, and resolve incidents and service requests in our ITSM platform, aiming for first-contact resolution wherever possible.
• Deliver against SLAs: Work within agreed service levels, proactively communicate risks, and escalate when necessary.
• Keep users informed: Maintain clear, timely updates on ticket progress from start to finish.
• Manage service requests: Handle account administration, reporting, and hardware/software configuration.
• Contribute to improvement: Create and maintain knowledge articles, support documentation, and participate in service enhancement projects.
• Champion best practice: Apply ITIL 4 principles pragmatically to improve processes and user experience.

This role requires the successful candidate to be eligible for Security Check (SC) clearance. To meet this requirement, applicants must:

• Have the right to work in the UK
• Have lived in the UK continuously for the past 5 years
• Not have spent more than 6 months outside the UK in total during that period
• Be willing to undergo security vetting as part of the onboarding process, * Minimum 12 months in a Service Desk or IT support role.

Customer-first mindset:

• Excellent communication skills and a professional approach.

Technical know-how:

• Proven ability to deploy, configure, and support IT infrastructure, end-user devices, and enterprise services across on-premises and cloud environments.

• User Account Management experience with Active Directory (AD) and Microsoft 365 (M365).

• Hands-on experience in deploying, configuring, and troubleshooting end-user hardware, including desktops, laptops, peripherals, and related infrastructure components.

• Strong understanding of IT service management principles, core infrastructure and cloud concepts, and familiarity with common technical terminology.

• Experience using remote support tools and applications.

Problem-solving ability:

• Confident in assessing impact, prioritising, and escalating issues effectively.

Team player:

• Collaborative yet able to work independently.

ITIL awareness:

• Familiarity with ITIL framework and ITSM tool platforms to help manage and deliver IT services.

Adaptability:

• Comfortable in a fast-paced environment and eager to learn new technologies.

Desire to learn and grow:

• A genuine interest in developing your skills and knowledge in a business with exciting growth plans, working alongside experts in Platform, Software, Data, AI, and other cutting-edge technologies.

Desirable Qualifications

• ITIL v4 Foundation or equivalent certification is a plus but not essential
• Scripting or Automation Skills - Powershell, Python or similar for automating routine tasks

• This role may require shifts between 8 AM and 6 PM, with on-call duties after passing the probation period.
• Ideal candidates are adaptable, detail-oriented, and enthusiastic about learning new technologies.
• Successful candidates will go through and obtain security clearance
• This role is based in our Liverpool HQ in the North West of England., * Private Medical
• Inclusive Culture: Enjoy an inclusive culture and environment.
• Holiday: Generous holiday allowance.
• Learning: Access to continuous learning and development opportunities.
• Bonus Potential: Bonus potential based on performance and business-related factors.
• Discounts: Discounts on a wide range of products and services.
• Pension: Pension scheme contributions.
• EV Car Scheme
• Hybrid Working Policy
• More Benefits: Explore additional benefits on our career site.

Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom. The group is multi-functional with a large portfolio of B2B products and services. Our ecosystem is made up of: Voixtel, secure communications and voice platforms for regulated and critical environments. IIS, Providing secure internet access in both the public and private sectors. Its mission? To deliver world-class secure internet capabilities enhancing productivity across diverse skillsets and organisations. Vestigo Consulting is our training and consultancy company, tailored around specialist sector-specific knowledge, and provides regular courses and CPD for our community. The Consultancy side concentrates on expert support of our customers as well as specifically assigned individual deployments. Collaboraite is a bleeding-edge company that provides our Data and AI capability. A collaborative partner for designing user-centred secure data solutions to overcome operational hurdles, delivered through design thinking and agile coaching. Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community. The group provides bespoke, secure, user-centric products fuelled by deep technical knowledge advanced data and analytical skills. We proudly stand as a global leader in this space, partnering with esteemed entities that require these advanced forward-thinking capabilities. These partnerships have been forged from our understanding of customer challenges, as well as our expertise in developing world-leading enterprise product sets. Join us at TIG, where innovation knows no bounds, and together, we'll shape the future of technology solutions for a safer, more efficient world.