IT Support Engineer

My fantastic client in Mansfield is currently looking for a solid IT Support Engineer to come onboard on a permament basis.

As an IT Support Engineer will be the first point of contact for our customers, handling calls and providing IT support via telephone, chat, email, and face-to-face interactions. This includes managing tickets, resolving queries, and responding to monitoring alerts in real time. You'll also attend customer sites when required to implement solutions, perform proactive tasks, or support project delivery.

Key Responsibilities

• Accurately record all customer issues and requests using our internal systems.
• Provide effective support via telephone, chat, email, remote access, and onsite visits.
• Implement pre-planned fixes and solutions, liaising with customers to ensure resolution.
• Resolve incidents and service requests within SLA and escalate as required.
• Proactively monitor systems and address alerts throughout the day.
• Attend customer sites for troubleshooting, proactive maintenance, or handovers.
• Administer customer networks as part of our managed services offering.
• Assist with equipment builds and deliveries as per procedure.
• Maintain up-to-date certifications as required.
• Keep internal stock systems and customer records accurate and up to date.
• Ensure all time spent working is accurately recorded.
• Support colleagues and assist with internal IT tasks when necessary.

Essential Skills

• Professional and confident telephone manner with excellent communication skills.
• Strong customer service focus and problem-solving abilities.
• Good knowledge of Microsoft client operating systems.
• Understanding of basic networking technologies, including TCP/IP, WAN, LAN, DSL, WLAN, and VPN.
• Experience with endpoint security technologies.
• Familiarity with hardware including laptops, desktops, servers, and networking equipment.
• Ability to prioritise tasks and work independently without supervision.
• Previous experience of working for an MSP as an IT Support Engineer.

Beneficial Skills

• Experience with Microsoft Server Operating Systems.
• Familiarity with macOS and Office 365 environments.
• Experience with network troubleshooting and configuration, such as QoS and bandwidth monitoring.
• Experience with mobile operating systems (Android/iOS).
• Experience maintaining security and backup solutions.
• Relevant certifications (Microsoft, CompTIA, or Apple).

Working Environment

• Office-based role with regular travel to client sites as required.
• A valid driving licence and access to your own transport are essential.