IT Support Engineer
Sheffield City Centre
Up to £32,000
Your new role
Based in Sheffield City Centre, you will work in tandem with the IT Lead, playing an integral role in the team. Your mission will be to ensure the delivery of top-notch, compliant IT services, geared towards effectively meeting the needs of my clients evolving R&D environment. My client believes in fostering a work environment that encourages innovation, teamwork, and professional growth. If you have a keen eye for detail and a dedication to providing exceptional IT support, I'm eager to hear from you.
Responsibilities
Delivering exceptional IT support to our users, troubleshooting a range of IT issues, including software malfunctions and hardware problems.
Administering our user-friendly service desk platform, encompassing account creation, user training, and platform maintenance.
Efficiently logging, prioritising, and diagnosing incoming incidents and change requests, ensuring timely resolution.
Offering comprehensive remote and in-person support, addressing user inquiries and resolving technical issues.
Deploying and configuring new hardware for our team, ensuring optimal functionality and user experience.
Maintaining accurate records of our IT assets, tracking their location, status, and warranty information.
Providing specialized support for our ICT systems, troubleshooting hardware, software, and network-related problems.
Working collaboratively with our external Managed Service Provider (MSP), escalating complex issues as required.
Skills needed
A basic understanding of IT support principles, including troubleshooting common hardware and software issues. Familiarity with Windows 11 Pro and basic networking concepts.
Demonstrated ability to analyse technical problems, identify root causes, and implement effective solutions.
Strong verbal and written communication skills to clearly interact with users of varying technical proficiency. Ability to explain technical concepts in a user-friendly manner.
A genuine desire to provide excellent customer service and support. Patience, empathy, and a positive attitude when assisting users.
A willingness to learn new technologies and adapt to a dynamic IT environment. Proactive in seeking out knowledge and staying updated on industry trends.
Experience with IT service desk platforms (e.g., Jira Service Desk, Zendesk) and remote support tools for efficient issue tracking and resolution.
Hands-on experience with setting up and configuring computer hardware, installing and troubleshooting software applications, and performing basic network troubleshooting.
Familiarity with IT asset management practices, including maintaining inventory records, tracking hardware and software licenses, and ensuring compliance.
Working knowledge of the Microsoft 365 suite of applications and solutions; experience supporting ICT systems, including printers, scanners, and audio/visual equipment.
Familiarity with IT service management frameworks (e.g., ITIL) or information security standards (e.g., Cyber Essentials, ISO 27001) demonstrates a commitment to best practices and continuous improvement.
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