IT Support Engineer

RESPONSIBILITIES

• To provide on site and remote IT technical support for all of the clients sites with travel to other sites where required.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Support users in the use of Computer equipment by preparing and providing necessary training and advice.
• To ensure IT end user equipment adheres to policies, procedures and standards (incl security), preparing exception reports and resolution plans for management.
• Perform end user equipment setup, installation & deployment according to the organisations standards.
• To work effectively with 3rd line support, allocating more complex issues to the relevant infrastructure engineer, coordinating with other members as required and escalating if issues go beyond defined SLAs.
• To liaise with and arrange for external technical support where problems cannot be resolved in house, ensuring escalation up the IT management chain.
• Performs basic diagnosis and support of infrastructure issues, following defined procedures to monitor systems, resolve problems and completes regular system checks.
• On site, Remote and Field Support.