End User Support Engineer

Role and Responsibilities

. Provide assistance, knowledge and user support in all aspects of IT to ensure the company business gets maximum benefit from IT systems

. Technical support to Desktop, Local Area Network (LANWiFi) and all business applications.

. Perform system changes and developments to any of company systems and applications to agreed standards and timescales.

. Install standard business desktop/laptop Images to an agreed standard.

. Configure and install appropriate hardware/software to the user's desktop in a professional manner and timescale in order to meet business needs.

. Provide basic hardware/software configuration, fault finding and problem resolution.

. Conduct routine maintenance, monitoring and administration on IT systems, hardware, network, and business applications.

. Supporting IT projects/initiatives

. Liaise with external support organisations to ensure their service meets company business requirements e.g. Service Desk, Telecoms provision and support.

. Answer technical queries and meet operational service levels

. Ensure own work satisfies quality requirements and is documented to departmental standards with all associated databases updated.

. Work as a team member and share knowledge with colleagues.

. Work to agreed personal development plans to broaden the skill range available for all systems and application areas.

. Generate KPI's and reports to publicise and share details on the IT service and IT activities.

. Provide user training, hints and tips and other user assistance as required on company's systems and applications.

. Provide purchasing advice to and purchase IT equipment on behalf of the business, place orders and manage the stock of IT equipment and spares.

. Be available to support the business during out of core hour working time.

. Overall management and delivery of Unified Communication, Telephony, Audio Visual and Video Conferencing products/solutions.

. Proactively supports and operates solutions and takes measures to enhance processes and improve service delivery.

. Infrastructure to ensure optimal service delivery.

. Manage incidents and requests from customers.

Job requirements

. A sound range of IT skills, which need to be kept up to date in line with IT developments in the business.

. Have a basic understanding of the desktop and LANWiFiWAN technical domains, involving familiarity with a wide range of environmental components and support tools.

. Good knowledge of computer hardware, Windows and Mac operating systems, and software applications

. Good understanding of mobile / smart devices, Android, and iOS

. Good working knowledge of video conferencing platforms, Zoom, Teams

. Good working knowledge and experience in managing Office365 and Azure

. To demonstrate the ability to acquire and apply new technical knowledge, be able to work without close supervision.

. Work to high professional and personal standards in a disciplined manner to agreed standards and procedures and maintain appropriate databases and documentation

. The ability to work within a complex technical environment and able to perform tasks and resolve problems on a variety of systems and applications

. The ability to work within a team and be willing to share learning and to learn from others.

. Possession of good verbal and written communication skills.

. Maintain good personal skills and an ability to cope with potential conflict.

. Security clearance

Qualifications and Experience

. IT / engineer related diploma from polytechnic or degree from university

. Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial.

. ITIL Foundation V4 would be beneficial

. Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems.

. Familiarity with professional development standards

. Thorough knowledge of IT products and the marketplace

. Maintaining a good network of contacts within IT and within the business

. It is beneficial to have experience in the following technical support areas - Windows operating systems, LAN / WiFi / WAN, Office 365, Office products Outlook, Internet Web Browsers, Zoom and conferencing.

. Technical working knowledge of on premise and/or hosted contact center solutions, features, and capabilities, IVR and common business call flow.