System Support Engineer; Brighton

We are a global media group delivering exceptional content through events, digital, data & insight.

From agribusiness, ingredients and food processing, to retail, hospitality & fine dining – we provide the inspiration, insight and connections to power our customers’ success.

We have offices in Gatwick, Brighton and London, UK;
Montpellier, France;
Singapore and Chicago, US. The successful candidate will work from our Brighton &
Gatwick offices.

Position: Full time – permanent

Location: Brighton & Gatwick

Are you a self-starter who takes initiative, can manage your own workload, and likes to take full ownership of tasks? Are you looking to develop a career within IT as a System Support Engineer?

If so, we have an exciting opportunity within our IT Operations team, reporting directly to the System Support Manager. You will be responsible for dealing with technical support requests from all users within the business, liaising with other System Support Engineers and assisting with the maintenance and security of our network. You will work within our ticketing system triaging, troubleshooting and directing requests as required.

What you’ll be doing:

• Providing 1st line support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
• Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them directly, elevate to another Engineer, or direct to another team
• Logging technical support requests over the telephone or by email
• Using remote control tools and technologies to assist end users as required
• Adhering to the Service Level Agreement provided to the Business
• Inducting new starters to provide them an introduction and overview of our systems
• Documenting systems and procedures as implemented for and on behalf of the Business
• Working across teams and within projects when the appropriate resource is required
• Occasionally traveling to our other UK offices and onsite events to provide support as the business demands

What you’ll need:

• Previous experience in an office-based role (IT or Tech Support-related role is desirable, but not essential)
• Experience troubleshooting software (Windows 10 and/or 11) and fault diagnosis of hardware is desirable
• Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 highly desirable
• Ability to demonstrate practicing knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
• Ability to demonstrate previous experience with and knowledge of GDPR is highly desirable
• Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
• Strong administration skills with great attention to detail
• Enthusiastic, self-motivated and proactive with fantastic teamwork and communication skills, both written and verbal
• Strong interpersonal skills to cultivate positive relationships with both internal and external stakeholders, supporting colleagues and the ability to ensure a supportive and effective requester experience
• Able to demonstrate a calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible as required
• Ability to use own initiative and comfortable in situations with a requirement to think critically, question and determine when to seek guidance or elevate a potential problem
• A passion for exploration and learning of new tools and technologies
• Willingness to travel to our other UK offices and onsite events as required

Company Benefits and Initiatives Include:

• 25 days annual leave in addition to bank holidays – increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our “MeDay”.
• A volunteer day to take for supporting a chosen charity and giving back to…