End User Support Engineer

Role and Responsibilities • Provide assistance, knowledge and user support in all aspects of IT to ensure the company business gets maximum benefit from IT systems • Technical support to Desktop, Local Area Network (LAN\WiFi) and all business applications. • Perform system changes and developments to any of company systems and applications to agreed standards and timescales. • Install standard business desktop/laptop Images to an agreed standard. • Configure and install appropriate hardware/software to the user’s desktop in a professional manner and timescale in order to meet business needs. • Provide basic hardware/software configuration, fault finding and problem resolution. • Conduct routine maintenance, monitoring and administration on IT systems, hardware, network, and business applications. • Supporting IT projects/initiatives • Liaise with external support organisations to ensure their service meets company business requirements e.g. Service Desk, Telecoms provision and support. • Answer technical queries and meet operational service levels • Ensure own work satisfies quality requirements and is documented to departmental standards with all associated databases updated. • Work as a team member and share knowledge with colleagues. • Work to agreed personal development plans to broaden the skill range available for all systems and application areas. • Generate KPI’s and reports to publicise and share details on the IT service and IT activities. • Provide user training, hints and tips and other user assistance as required on company’s systems and applications. • Provide purchasing advice to and purchase IT equipment on behalf of the business, place orders and manage the stock of IT equipment and spares. • Be available to support the business during ‘out of core hour’ working time. • Overall management and delivery of Unified Communication, Telephony, Audio Visual and Video Conferencing products/solutions. • Proactively supports and operates solutions and takes measures to enhance processes and improve service delivery. • Infrastructure to ensure optimal service delivery. • Manage incidents and requests from customers. Job requirements • A sound range of IT skills, which need to be kept up to date in line with IT developments in the business. • Have a basic understanding of the desktop and LAN\WiFi\WAN technical domains, involving familiarity with a wide range of environmental components and support tools. • Good knowledge of computer hardware, Windows and Mac operating systems, and software applications • Good understanding of mobile / smart devices, Android, and iOS • Good working knowledge of video conferencing platforms, Zoom, Teams • Good working knowledge and experience in managing Office365 and Azure • To demonstrate the ability to acquire and apply new technical knowledge, be able to work without close supervision. • Work to high professional and personal standards in a disciplined manner to agreed standards and procedures and maintain appropriate databases and documentation • The ability to work within a complex technical environment and able to perform tasks and resolve problems on a variety of systems and applications • The ability to work within a team and be willing to share learning and to learn from others. • Possession of good verbal and written communication skills. • Maintain good personal skills and an ability to cope with potential conflict. • Security clearance Qualifications and Experience • IT / engineer related diploma from polytechnic or degree from university • Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial. • ITIL Foundation V4 would be beneficial • Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems. • Familiarity with professional development standards • Thorough knowledge of IT products and the marketplace • Maintaining a good network of contacts within IT and within the business • It is beneficial to have experience in the following technical support areas – Windows operating systems, LAN / WiFi / WAN, Office 365, Office products Outlook, Internet Web Browsers, Zoom and conferencing. • Technical working knowledge of on premise and/or hosted contact center solutions, features, and capabilities, IVR and common business call flow.