Junior IT Support Engineer

Summary: The Junior IT Support Engineer will provide dedicated onsite support to a large user base, addressing IT issues and queries with a focus on customer service. This role involves both proactive and reactive support, utilizing IT Service Management systems to log incidents and ensure compliance with Service Level Agreements. The position requires strong problem-solving skills and the ability to interact positively with users to enhance their satisfaction. Training will be provided on various enterprise solutions to support users effectively.

Key Responsibilities:

• Deliver both proactive and reactive IT support directly to end users.
• Utilise IT Service Management (ITSM) systems to log and monitor incidents, ensuring adherence to Service Level Agreements (SLAs).
• Recognise and report recurring issues to the appropriate teams for further analysis.
• Set up and configure computers for new employees and upgrade existing equipment.
• Support various enterprise solutions, including Google Suite, iOS, Windows 11, ServiceNow, MobileIron, and Nexthink.
• Assist with the use of iOS devices (iPhone, iPad, Mac), Windows hardware, and meeting room technology.
• Develop a thorough understanding of the products and services to help users maximise their use.

Key Skills:

• Willingness to travel to Welwyn Garden City five days a week.
• Strong problem-solving abilities and excellent customer service skills.
• Experience with ITSM systems for logging and tracking incidents.
• Capability to identify and escalate recurring issues.
• Effective teamwork skills to build strong relationships within the team.
• Experience with iOS devices, Windows hardware, and meeting room technology (advantageous).
• Previous experience in a customer-facing role, providing both reactive and proactive support.

Salary (Rate): £22.56

City: Welwyn Garden City

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Entry Level

Industry: IT