IT Support Engineer O365 LAN VOIP Wolverhampton

Colossus Associates
£23,000 per annum
09 Aug 2017
17 Aug 2017
Contract Type
Full Time

IT Support Engineer O365 LAN VOIP Wolverhampton

Due to a massive expansion, this highly dynamic organisation are looking to grow their technology team. The IT Support Engineer will be the first point of contact between the business and operational IT. You will be responsible for the frontline handling of daily support requests originating from end users within the business. The individual will utilise an appreciation of business operations and priorities to correctly log, assign and prioritise requests within the IT team.

The Job Role

The holder of this role will be proactive, conscientious and hold a technical appreciation of end user operations backed by commercial experience to ensure calls are logged with appropriate information. They will be aware of operational best practices and support colleagues in adapting to such standards. The IT Support Engineer will hold a keen eye for detail and ensure that system, process and support documentation is maintained in conjunction with colleagues, support partners and management.

* Be the first point of contact for end users reporting issues or logging requests for service in relation to Application, Infrastructure and Telephony Services
* Ensure that all support requests are effectively logged at point of contact, capturing salient information to assist with the delivery of a swift resolution to end user queries
* Liaison with the business for all service support issues inclusive of escalations originating from end users to ensure IT provides and maintains a good level of communication with customers
* Proactively monitor the support queues to ensure that tickets are processed effectively and appropriately. Where you are unable to resolve, assign requests to the most suitable technical resource based upon your technical assessment of information gathered at point of initial contact
* Proactively contact end users to obtain clarification of requests where appropriate to assist colleagues in the efficient delivery of support and business change
* Support users at the primary site and branch office locations
* Assist colleagues with the delivery of support and projects
* Liaise with third parties including managed service providers and supplier partners as appropriate to enhance, support and maintain systems and services
* Uphold change and incident management procedures
* Uphold compliance with IT policy and regulatory controls, ensuring that the standards and procedures set out within are understood and adhered to by all personnel
* Monthly or bespoke reporting as required
* Ensure that service disrupting tasks happen outside of core business hours
* Enable users to self-support whenever possible
* Maintain the user move, starter and leaver checklists
* Maintain the asset register

Monday - Friday: 08.00am - 15.30pm
Alternative Saturday\'s: 08:00am - 13:00pm

The ideal person will have
* Minimum 5 GCSE’s grade A to D; or equivalent combination of education and relevant experience
* Proven track record in previous support role in a Microsoft environment (Office 365, Exchange, AD, SQL)
* Supporting End User application software and services
* Infrastructure & LAN knowledge to enable incident resolution
* Able to support MS Office (2010 and later)
* Experienced in deploying equipment and planning office moves
* Able to administer ticketing and change management systems
* Must be an owner driver as you will be required to travel to 3 sites

* Driven, self-starter with ability to work unsupervised on tasks
* Flexible approach to daily tasks, able to deliver to agreed timescales
* Excellent communicator with positive, proactive 'can-do’ attitude
* A thorough and responsible attitude towards security and stability
* Keen attention to detail and believer in doing things right, first time
* Ability to manage simultaneous tasks in a busy environment
* Remains calm under pressure with a methodical and disciplined approach
* Sets high performance standards and acts with a sense of urgency. Delivers results, drives for continuous improvement
* Understands needs and considers internal clients in decisions and actions. Is able to work with a wide variety of people
* Proactive attitude towards learning new technical or non-technical skills

* Understanding of IP Telephony and Call Centre operations
* Basic supplier management
* Microsoft or ITIL certifications

In return you will be offered the chance to really make a difference in this busy and fun organization.