IT Support Engineer

Job title:

IT Support Engineer

Company

The Investigo Group

Job description

About UsCome 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: 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.About the RoleAs a Systems Support Engineer, you will be part of a dynamic and expanding team dedicated to delivering exceptional technical support and customer service. You will be the first point of contact for all system-related inquiries, ensuring that every customer interaction is handled efficiently and professionally. Your role will involve triaging issues, fulfilling service requests, and managing user accounts, all while maintaining a high level of customer satisfaction and ensuring a seamless support experience.Key Objectives

• Serve as the initial point of contact for users, providing support and triage for new and ongoing incidents via phone, email, and remote access tools, while upholding excellent customer service standards.
• Ensure that all incidents and service requests are accurately logged in the ticket management system. Aim to resolve tickets upon first contact, escalating them to appropriate support teams when necessary.
• Work within established SLAs to meet business expectations, adhering to IT processes and procedures. Communicate early if SLAs are likely to be missed, escalating when needed.
• Take a proactive approach to monitoring, progressing, and resolving service desk tickets, keeping users informed on the status of their incidents from inception to resolution.
• Manage service request fulfillment, including new user account creation, administration, reporting, and equipment configuration.
• Contribute to assigned technical support projects as needed, ensuring timely delivery and quality.
• Create and update support documentation for both internal and customer-facing use, enhancing the knowledge base for efficient support operations.

Requirements

• At least 12 months of experience in a Service Desk or Helpdesk environment.
• A team player who can also work independently, following direction as required.
• Customer-focused with excellent communication skills and a professional telephone manner.
• Proven experience delivering high-quality ICT customer service with meticulous attention to detail.
• Proficiency in implementing and supporting ICT equipment, services, and systems.
• User Account Management experience, particularly with Active Directory (AD).
• Strong skills in end-user hardware and software support for Windows desktop PCs and laptops.
• Familiarity with ICT terminology and a general understanding of ICT.
• Experience with remote support applications.
• Ability to work effectively with technical and non-technical staff and customers at all levels.
• Skilled in installing, configuring, upgrading, and relocating PC hardware, software, and printing devices.
• Confident in providing clear and understandable instructions, both written and verbal.
• Capable of maintaining focus and composure in a fast-paced, high-pressure environment.
• Able to assess the impact and severity of problems, triaging and escalating as necessary.
• Knowledgeable about the ITIL framework and capable of applying it in a realistic and pragmatic way.

Preferred Qualifications

• ITIL v4 Foundation or equivalent certification is a plus but not essential

Additional Information

• 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.

Benefits

• 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.

How to ApplyPlease note that the talent acquisition team is managing this vacancy directly and we do not require agency support.Candidates who are successful will be required to undergo relevant security checks.Our ProcessOur talent acquisition team will be in touch if you’re successful, the team will arrange a short screening call (max 30 minutes) to learn more about you, and what you are looking for and answer any questions you may have. If all goes well, the team will share your profile with the hiring manager for review. Our interview process is tailored to each role but typically the first half of the process is run remotely with a final stage on-site.For this position, you can expect a two-stage interview process:1st stage – An informal 30-minute video call with the hiring team to discuss your skills and relevant experience. This is an excellent opportunity to learn more about the role and ask any questions.2nd Stage – A 60-minute formal interview on-site where you can expect both competency and technical questions.As an inclusive employer, please inform us if you require any reasonable adjustments.Equal OpportunitiesHere at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.As a Group, we seek to ensure that individuals with disabilities receive reasonable accommodation throughout the hiring process and ultimately within the job itself. Please contact us to request any accommodations.

Expected salary

Location

Liverpool

Job date

Wed, 30 Oct 2024 23:48:25 GMT

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