Support Engineer

We are seeking a highly motivated Support Engineer to join our internal IT team. The ideal candidate will provide technical support and solutions to our users face-to-face, via chat, phone, and email and will be responsible for resolving issues related to software and hardware, onboarding and offboarding users, basic network and connectivity issues, and more., Hands-on support

• First point of contact for internal users.
• Provide technical support and solutions to users face-to-face via chat, phone, and email.
• Resolve software and hardware issues for users.
• Troubleshoot basic network and connectivity issues.
• Responding to infrastructure alerts.
• Maintaining backup systems, performing restore tests.
• Assisting with IT projects delivery.

Providing services to users

• Onboard and offboard users as needed.
• Research solutions to problems and provide step-by-step instructions for users.
• Prepare articles for users to follow to resolve common problems.
• Assign access permission on various systems like Microsoft Office 365 etc.
• Set up and configure desk workstations.

Normal working practices

• Follow established procedures and protocols.

• Update the ticketing system to reflect the status of support requests.

• Update documentation and procedures as needed.

• Escalation of issues.

• Continuous improvements - spotting the possibility to improve the service and communicating those to a line manager., Decision-making - Your work is varied, and you have a range of administrative or technical tasks. You take decisions in line with specific routines, guidelines, or procedures. You plan your own work and coordinate with others on how their work fits into the broader plan of activities. Supervision is available for issues that fall outside of existing operating guidelines or your realm of knowledge Thinking challenges - The solutions to issues or problems are not always obvious and investigation is needed before choosing a way forward. Your initiative is required to help find ways to improve working practices and procedures in your area of work, in sorting out problems that occur in day-to-day work or improvements to work processes. Communicating - You maintain relationships which involve liaison or coordinating with a range of internal and/or external contacts on mainly transactional issues and a range of levels Developing people - You may be responsible for allocating work to, or checking the work of less experienced colleagues, or the supervision of temporary staff. Managing Resources - You may perform activities such as reconciling information/data or analyses of expenditure or income, adhering to agreed procedures., Contributes ideas and identifies opportunities to work with others both within the team and across the organisation

• Willing to provide and accept feedback to and from sectional colleagues when requested

• Produces succinct presentations and papers for senior colleagues, is a capable presenter and can explain topics and projects to a range of audiences

• Understands when to seek senior advice on a wide range of matters and act upon it.

Resource management * Makes the best of internal/external resources and coordinates well with external partners to best meet the needs of the Society

• Builds contingency into projects taking into account possible outside factors

• Sets and monitors performance against quality and results orientated targets.

• Focuses on both short and long-term goals

Critical thinking * Determines and clarifies the exact requirements of any situation

• Checks information for accuracy and raises concerns if information is inaccurate

• Extracts the key points succinctly, clearly and accurately

• Puts forward suggestions for improvement concerning current processes or systems

• Tries different ways of doing things to get the best results

Adaptability * Overcomes obstacles and is not deterred by setbacks; checks assumptions and first principles and works out alternative approaches

• Reacts proactively to new challenges and works in a flexible manner to produce solutions

• Provides feedback and participates in discussions surrounding new ideas approaches or projects

Managing people and relationships * Can delegates effectively if needed setting clear expectations and authority

• May line manage or supervise others

• Monitors results and feedback to own team on a regular basis constructively

• Recognises others' contributions and acknowledges their strengths and limitations

• Helps others to identify ways to improve their performance and encourages learning from others in the team

• Prioritises supervisory responsibilities and carries them out in line with organisational policies

• Understands and can identify client/stakeholder/staff needs and looks for opportunities to improve their experiences

Do you have experience in macOS?, * Strong problem-solving skills.

• Ability to work independently and in a team environment.
• Knowledge of basic network and connectivity issues.
• Strong written and verbal communication skills.
• "understanding users requirements" - proactive support rather than reactive.
• Familiarity with common computer software and hardware issues and finding solutions to resolve them.
• Proactive with learning new technologies.
• Ability to follow established procedures and protocols.
• Experience with ticketing systems and documentation.
• Experience with known operating systems: Windows 11, Windows Server (2016-2025), macOS, iOS and Android.

Desirable Knowledge

• Experience/knowledge with Microsoft Office suite, Office 365, AD, Group Policy, Intune, BitLocker, Azure, Teams, Adobe products, AntiVirus solutions (Microsoft Defender), Microsoft Dynamics.
• Experience working with Microsoft PowerAutomate - willingness to learn., Preferred qualifications include having practical experience in a Service Desk or similar support role for a period of 12-24 months. Additionally, possessing IT certifications such as CompTIA or Microsoft certifications would be highly desirable. Competencies: At Band C you will hold a more specialist role and will have increased responsibility for your area of work and output. Pay Band C roles are described in the following dimensions, Applying knowledge & expertise - You require proficiency in, and keep up to date with, skills required for your area of work or technical skills acquired through relevant work experience and/or vocational qualification. The competency levels for a pay Band C role are described below. Self-management

Works unsupervised and can motivate self

• Produces results under pressure

• Can manage in stressful situations

• Pushes for the best results

• Can be innovative and offer solutions and suggestions when not initially obvious

• Keen to be involved in organisational and corporate working groups informally or formally

• Can represent section on some duties

• Works within the Royal Society Values at all times