System Support Engineer

Position

Full time – permanent

Gatwick / Hybrid

Are you looking to develop a career within IT as a System Support Engineer? Are you a self-starter with experience troubleshooting Windows 10 & 11, Microsoft, hardware, networks and administrating Entra  (Azure ) and Active Directory?

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.

• Providing 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

• Previous experience in an IT support-related role
• Experience troubleshooting software (Windows 10 and 11), networks (wired & Wi‑Fi) and fault diagnosis of hardware
• Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc)
• Experience administrating Entra  (Azure ) and Active Directory, including Group Policy management and assignment
• Ability to demonstrate practising knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
• Knowledge or experience with Adobe Creative Cloud Applications is 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