Enterprise Tech Support Engineer

Role OVO-View

Location: Hub based

Team: AskOVO Tech

Salary banding: £30,000 - £35,000

Experience: Mid Level

Working pattern: Full-Time

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Team player, collaborative, ownership

Top 3 qualities for this role: Communication, organisational, detailed

At OVO, we understand that a one size fits all approach doesn't work for everyone. That's why we created the OVO Way of Flexibility. All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You'll also have the flexibility to work from home.

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how:
We're hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we're hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

We want to help our people, perform at their best, by giving them the best equipment and support applications we can, while sticking to our Zero Carbon commitments.

• Provide first and second-line line support for all tech-related questions
• Prioritise support questions based on business impact and urgency
• Administering and supporting key business-critical applications enabling our people to do their jobs
• Ensure we achieve our Service Levels
• Actively seeking opportunities to drive process and/or content improvements
• Work with suppliers to deliver problem resolutions
• Work with all parts of the Enterprise Security & Platforms team to ensure OVO receive "a best in class" level of support
• Support the rollout of any Enterprise products to our People
• Support various audio-visual conference events/meetings
• Continuously sharing knowledge and standard methodologies within the AskOVOTech team to improve teamwork and service delivery as a team
• Being the change agent to coach and upskill our colleagues and People Leaders on self-service, using a full suite of digital enablers
• Maintaining relevant content and policy documents to ensure accuracy and compliance at all times

• Reach a consistent, daily ticket closure target
• Achieve high customer satisfaction scores on ticket closures
• Work with the team on improving your skills and have a development plan implemented
• Build an onsite relationship with stakeholders

Systems: Google Admin, Google Suite, Microsoft 365, Microsoft Azure, Windows, macOS, Android, iOS, Atlassian Suite, N-Central, Slack

• High proficiency in Tech processes, policies and standard operating procedures
• Experience in Tech Support, service management and helpdesk software knowledge
• Strong written and verbal communication skills and the ability to build working relationships across the OVO Community at different levels.
• Results-focused approach with the ability to handle opposing priorities and multiple partners
• Excellent problem-solving skills
• Excellent attention to detail and an ability to work towards tight deadlines in a fast-paced environment
• The ability to time manage and prioritise workload effectively
• Excellent configuration, troubleshooting, analytical and diagnostic skills
• Full understanding of local area networking and the setup and configuration of end-user devices, such as desktops, printers and other wireless devices
• Have good knowledge of Google, Microsoft, Contact Centre and CRM applications
• Able to demonstrate knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment

We'll pay you between £30,000 - £35,000 depending on your specific skills and experience. If your expectations are a little different, have a chat with us! We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You will be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there's flex pay. It's an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here's a taster of what's on offer:
For starters, you'll get 34 days of holiday (including bank holidays).

With benefits like a…