IT Support Engineer

Gratte Brothers Group (GBG) currently has an exciting job opportunity for an IT Support Engineer to join their team based in King's Cross, London.

Reporting to the Group IT Manager, the successful candidate will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

As part of the role, the IT Support Engineer will be responsible for fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. You will identify any emerging patterns in incidents and report them to management, using the information to develop help sheets and FAQ lists for end-users.

Additionally, you will be responsible for performing preventative maintenance including the checking and cleaning of workstations, printers and peripherals when needed.

You will need to be solutions-focussed with an ability to present ideas in user-friendly language as you will be required to field incoming requests to deliver effective resolutions. Possessing strong relationship-building and communication skills is essential as there is a requirement to build rapport and elicit problem details from end-users.

We are looking for someone with previous experience of desktop and server operating systems (inc. Microsoft Windows 10 and Server 2012+), extensive application support experience and a familiarity with the fundamental principles of ITIL. You will need to have the ability to conduct research into a wide range of computing issues as required and be able to absorb and retain information quickly.