First Line IT Support Engineer

employment type:
Permanent, full time position

hours of work:
Core hours are 9am to 5:30pm - Monday to Friday (flexible working and flexi-time policies can be requested after probation)

requirements: A full BPSS check may be conducted.

managed by:
Managed Services Team Manager

We believe that Resolve is a great place to work, with lots of opportunities to grow, be challenged and input into the business. We offer excellent training and a chance to choose where you want your skills to grow.

Alongside that, working for us comes with some great benefits including:

• The chance to develop your skills with high quality internal and external training and certification opportunities (with exams paid for by Resolve), as well as dedicated time within work hours for training and study.
• Starting holiday allowance of 21 days (plus bank holidays), this will increment after 2 years increasing by 1 day per year to the maximum of 34 including bank holidays.
• Celebrate your birthday with an extra days holiday!
• Medicash Health plan available after successful completion of probation.
• A great company culture and fun working atmosphere with monthly team meetings, team building away days and regular staff socials.
• Excellent offices and location, easily accessible from the city centre with superb amenities and plenty of free parking.
• Opportunities to attend relevant events and support local charities.
• Fruit, fresh coffee and basic food and refreshment supplies, free to all staff every day.
• Flexible working environment and autonomy of your desk with an appreciation and onus that you know your clients best.

As a IT Support Engineer at Resolve, you will be an integral part of our managed services team.

Based in our offices with the occasional opportunity to help a colleague on site, your primary goal will be to provide amazing IT support to our clients in a timely and efficient manner, working to targets and meeting service level agreements.

You will take responsibility for managed services requests, prioritising and dealing with them effectively. This role is crucial in delivering a continuously outstanding customer experience for our clients.

On a day-to-day basis you may be asked to carry out tasks such as:

• Troubleshooting a problem with a users remote VPN or remote desktop server connectivity
• Investigating a problem with a users email and potentially rebuilding their Outlook or Windows profile.
• Setting up a new user for a client
• Troubleshooting an operating system issue

Resolves IT Support Engineers play a vital role in providing consistent, high quality IT support to clients while ensuring the smooth operation of their IT environments. This role primarily focuses on support, but also involves some user or basic service requests such as setting up a new user or making a simple change to file permissions.

Our IT Support Engineers possess strong troubleshooting skills to quickly diagnose and resolve a wide range of IT issues. They effectively identify root causes, apply problem-solving techniques, and implement solutions to minimize downtime and disruptions.

Proficiency in system administration tasks, including user account management, group policy configurations, software installations, and basic network setups, is important. IT Support Engineers are able to handle routine system maintenance and ensure proper configurations.

Adept at providing remote support, Resolve's IT Support Engineers are skilled in using remote desktop tools, communication platforms, and ticketing systems to assist clients efficiently. Clear communication and the ability to guide users through troubleshooting steps are essential.

Exceptional customer service skills are crucial, as our IT Support Engineers interact directly with clients. They must be patient, empathetic, and able to clearly explain technical concepts to non-technical users. Positive customer interactions build trust and satisfaction.

Accurate and detailed documentation of support interactions, troubleshooting steps, solutions, and configurations is essential. Well-organized documentation helps streamline future support and provides valuable insights for continuous improvement.

Efficient time management ensures that IT Support Engineers can handle multiple support requests, prioritize tasks, and meet service-level agreements (SLAs). They should be adept at managing their workload and responding promptly to client needs.

The IT landscape is constantly evolving, and our IT Support Engineers stay current…