Position: IT Engineer – £40,000

Job Summary:
The IT Engineer will be responsible for providing technical support to customers and maintaining high service standards within the technical support team. They will implement best practices for IT technical support and ensure customer needs and demands are met. The IT Engineer will handle escalated issues, monitor system status, and support senior engineering on remote and on-site works. Additionally, they will contribute to the growth and development of the business, maintain client documentation, and ensure effective communication with clients.

Key Responsibilities:

• Champion high service standards in the technical support team.
• Implement current best practices for IT technical support.
• Provide hands-on technical support to customers, ranging from 1st line to 3rd line, ensuring proactive management of customer expectations.
• Monitor and self-assign tickets, acting as an escalation point (3rd line) and assisting the team on the service desk for 1st and 2nd line inquiries from customers.
• Monitor the status of customers’ supported systems using the incumbent tools.
• Monitor and resolve alerts related to backup systems, antivirus, and antispam systems provided to customers.
• Support senior engineering on remote and on-site works as required.
• Participate in providing on-call services when needed.
• Support other Directors in growing and developing the business.
• Conduct on-site installation works, including PAT testing and fixed electrical testing, subject to correct certification.
• Continually expand knowledge of services provided by the company and improve personal skills.
• Keep client technical documentation up to date.
• Maintain excellent communication with all clients, especially those with live work tickets.
• Keep senior engineering fully informed of issues requiring their attention.
• Understand the needs of clients and escalate complaints or important matters through proper processes.
• Handle correspondence with prospects and existing clients promptly and effectively.
• Analyze own performance and engage in personal development activities.
• Attend meetings and training courses as directed.
• Professionally represent the company and its activities to external clients, suppliers, regulators, and third parties.
• Maintain detailed knowledge of company services, industry standards, legislation, and best practices.
• Contribute to continual improvement activities within the company and strive to meet internal and external client needs.
• Collaborate effectively with colleagues to achieve personal, team, and business level objectives.
• Perform all duties in accordance with company policies, procedures, and practices, prioritizing health, safety, and environmental risk.
• Undertake performance measures and report results in a timely manner.
• Participate in ongoing training and development, regular performance reviews, and monthly one-to-one meetings.
• Carry out any other reasonable duties as required by the company.
• Adhere to policies and procedures to maintain the required competency level and promote a culture of fairness, openness, and honesty towards customers.
• Apply company values in all day-to-day activities.
• Understand relevant health, safety, environmental, and legal requirements and comply with them, actively promoting issues related to health, safety, and the environment.

Requirements:

• Clean driving license, with the ability to travel within the Yorkshire area as part of the role (company pool vehicles available).
• Core IT skills including Office 365, Azure, Server 2019+, HyperV, Mac OS, switches, routers, and firewalls.
• Desirable: MSP training.

Benefits:

• On-call retainer.
• Time off for charitable duties.
• Annual leave of 25 days plus statutory holidays.
• Bike to Work Scheme.
• Childcare Vouchers.
• Life Assurance.
• Personal Accident Cover.
• Employee Legal Assist.

Hours of Work:
Some flexibility will be required according to business needs. Usual office hours will be on a rotational shift pattern to meet technical support operating periods. On-call duties will be part of the support service, providing limited out-of-hours remote cover for customers.

The Recruitment Co. is an equal opportunities employer and we’re committed to diversity and inclusion in the workplace.