Senior IT Support Engineer

Senior IT Support Engineer - London, UK - Permanent full-time role.

IT Support Engineer - London, UK - Permanent full-time role.

Location: London with occasional travel to Oxford, Hale & Leeds

Contract: Permanent, Full time (37.5 hrs per week)

Reports to: Head of IT

Purpose of the role

To support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, and equipment while ensuring optimal workstation performance; To troubleshoot desktop hardware/software problems in a timely and accurate fashion, and provide end-user training and assistance where required; To support the Head of IT in carrying out IT projects; document support, repair, and project activities using a helpdesk ticketing system. To provide service that supports and is in line with Gillespies business needs.

Main responsibilities

• Carry out IT induction for joiners/new staff
• Incident and request resolution to agreed service levels at Gillespies UK sites
• Technical support up to 2nd line
• Providing tech support to our colleagues at their desks and remotely
• Effectively prioritising work in a busy environment
• Escalation to colleagues in Technology for 3rd line support
• Escalation to service partners - 3rd party suppliers - to ensure speedy incident resolution
• Adding and updating technical support documents
• Responsibility for the workstation & laptop infrastructure including setting up accounts, Email, permissions
• Taking ownership of the associated services to support the workstation & laptops e.g. Adobe, Papercut, Open Asset, etc
• Attending IT related meetings in absence of the Head of IT
• Attending meetings with Codestone and joining staff meetings in respective Gillespies offices as and when required
• Running the helpdesk system making sure tickets are responded to in a timely fashion
• Liaising with all Gillespies offices directly and attending sites as and when required
• Being the main contact for the Newforma system, updating and maintaining the links for Archive and live Data
• Responsible for monthly reports on all data servers for IT & QA

• Taking on the Archiving system and working with all offices on a quarterly basis to archive complete projects/submissions
• Taking ownership of the company mobile phones including liaising with the supplier
• Taking ownership of the photocopying system including liaising with various suppliers to support and maintain the Papercut server(s), plotters & photocopiers
• Maintaining both the Cloud system and the associated in-house server(s) once the move to Microsoft 365 is fully completed
• Liaising with stakeholders at all levels across the business to ensure suitable level of IT support
• Support the virtual system used by freelancers & contractors
• Maintaining and ensuring backup and disaster recovery systems are running with regular checks
• Knowledge of IT security Cyber Essential Plus
• Active Directory (on-prem) & AD Azure, creating maintaining and deleting user accounts

This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and be subject to amendment in consultation with the post holder.

Person specification

Knowledge

• Good knowledge of how software and operating systems work
• Knowledge of development methodologies
• Knowledge of what good customer service looks like

Essential Skills & Experience

• Ability to think logically
• Excellent attention to detail and good organisation skills
• Excellent communication skills verbal and written
• Good interpersonal and influencing skills
• Experience of developing, enhancing, and supporting application systems
• Ability to interact confidently with internal and external stakeholders at all levels
• Ability to effectively communicate IT information
• Ability to identify problems quickly and accurately in order to resolve or escalate internally or externally with detailed diagnosis
• Ability to make sound judgement, seek help and advice when needed
• Ability to work collaboratively
• Ability to prioritise workload

Behaviours

• Calm under pressure

• Diligent and focused
• Service-oriented and customer-focused

• Flexible and adaptable
• Approachable
• Proactive
• Curious
• Interested in learning and developing skills

Technical & Professional Skills

• Strong technical background with excellent knowledge of technology including Windows 10 and above, Microsoft Office 2013 and above
• Desirable Adobe Creative Cloud Suite, Autodesk product suite, IOS mobile devices.
• Use of configuration management tools for imaging computers and push installation of new application packages
• Knowledge of print technologies and photocopying systems
• Knowledge of Antivirus & patch management systems
• Experience in providing support using remote control applications
• Understanding the concepts of wireless and wired networking
• Supporting IP phone systems including soft phones
• Experience working in a support environment