IT Support Engineer

Troubleshooting

First-line support for internal users. Take the lead in diagnosing and resolving internal IT issues, including hardware, software, and network-related problems. Apply troubleshooting methods, utilising available resources to identify root causes and implement effective solutions independently.

Escalation

When necessary, escalate externally to our Managed Service Provider (MSP). Collaborate closely with the MSP, providing detailed context and monitoring progress to ensure swift and effective resolution. Follow up to ensure all issues are fully resolved.

User and IT Asset Lifecycle Management

Oversee user and IT asset lifecycle, from onboarding and access management to offboarding, ensuring proper allocation, tracking, and decommissioning of IT assets.

Third-Party Coordination - Request Management

Actively manage requests and communicate internally recommendations from our MSP's monitoring systems, prioritising and actioning identified issues to maintain system performance, security and uptime.

Updates & Configurations

Collaborate with our MSP to implement necessary updates, patches, or configurations based on monitoring reports, ensuring continuous improvement and stability of the IT infrastructure.

ERP Support

Serve as the primary point of contact for all internal Enterprise Resource Planning (ERP) issues. Act as the go-to person for addressing queries, troubleshooting, and coordinating resolution efforts before escalating internally and to the external vendor when needed.

Report Writing & Data Analysis

Develop and maintain both new and existing reports, utilising a variety of tools and techniques to ensure data is accurately represented, analysed, and easily accessible for stakeholders.

Microsoft Teams & SharePoint Management

Serve as the lead for the implementation, configuration, and ongoing management of Microsoft Teams and SharePoint within the organisation. Work closely with internal teams to identify and integrate solutions that enhance collaboration, document management, and overall team productivity.

Technical Knowledge

Basic understanding of IT systems, networks, and user support.

IT Security

Basic understanding of IT security practices and user access management.

Problem-Solving

Ability to diagnose and troubleshoot issues effectively.

Reporting Skills

Familiarity with Excel Power Query for data extraction and Power BI for report generation.

Communication Skills

Strong communication skills to liaise between internal teams and external MSP's.

Attention to Detail

Ensuring accuracy in reports, data handling, and support ticket management.

Time Management

Ability to prioritise tasks effectively and work under pressure to meet deadlines.

Who should Apply?

• Interested in gaining hands-on exposure to IT systems and external vendor coordination
• Comfortable working in a support environment, learning new tools, and dealing with data and reporting.

#J-18808-Ljbffr