Technical Support Engineer

The post holder will be responsible for providing an efficient and reliable IT system, from second/third line support for more than 900 users to more granular application, networking, and server support. You will be a key player in the continuous improvement of current systems and the introduction of new technologies., * Perform daily and weekly checks and monitoring of Key Services and applications to ensure a proactive approach towards issue detection and resolution

• Respond promptly and proactively to issues escalated by other team members
• Apply system updates and security patches in line with company policy and schedule
• Provide exceptional technical support to end users and stakeholders
• Ensure departmental KPI's are met for systems availability and uptime
• Administer, troubleshoot and resolve system issues in a timely fashion, undertaking root-cause analysis to help prevent similar issues in future
• Through in-depth technical knowledge, you will be expected to guide and influence projects and activities throughout the business
• Adopt the 'One-Team' approach to work collaboratively both within the department and across the Organisation
• Specify and deploy systems to match business and application requirements
• Use the Company's ticket management tool, ensuring accurate recording of all cases and ticket closure within agreed timeframe
• Ensure all records relating to Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
• Support the wider team with knowledge share, via knowledge base communications (emails, how-to guides etc.) and contribution at team meetings
• Ensure all company policies, procedures, and working practices are adhered to
• Participate in on site customer/supplier audits as required
• Prioritise and delegate tasks to ensure productivity, quality & improvement targets are met in accordance with set KPI's
• Lead & participate in projects to success via SMART objectives

• Third level qualification in computer science or IT related subject
• Minimum of 5 years' experience within a relevant technical role
• Strong IT skills including Microsoft Office applications
• The ability to undertake project work from idea to implementation and to deliver against deadlines and agreed targets
• Extensive knowledge and experience of supporting server hardware, windows server 2022, VMware, and SANs
• Knowledge and experience of supporting networking principles, security and troubleshooting including Firewalls, VPN, Cisco Switches, RDS, and Sophos solutions
• Extensive knowledge and experience of supporting Exchange 365 and O365 suite of Applications, including SharePoint, Azure, Intune and their implementations
• Proven experience in incident management, service request management and problem solving. Experience of using ticketing systems and use of monitoring and management tools.

Desirable

• A background in application support
• O365 administration and Security
• MRP / ERP application experience
• ITIL4 Certification

• Competitive salary
• Annual bonus (linked to company performance)
• 33 days annual leave (Increase after 5 years' service)
• 37.5 hours per week
• Flexi time working
• £5,000 employee referral bonus
• Health cash plan
• Contributory Salary Sacrifice Pension Scheme
• Holiday Purchase Scheme - Salary Sacrifice
• Electric Car Scheme - Salary Sacrifice
• Cycle to Work Scheme
• Life Assurance Scheme at x4 gross salary
• Competitive enhanced Maternity and Paternity pay
• IVF & Assisted Conception Policy
• Women in Business - Corporate Member
• Wellbeing Initiatives
• Employee Recognition scheme
• Service Awards
• Local charity / sponsorship activities
• Dedicated employee parking
• Discounted Gym membership
• Learning and development opportunities
• Career progression