IT Support Engineer

Elis, a leader in circular services, allows businesses to achieve optimal hygiene and protection for their employees and customers thereby enriching their well being in a sustainable way. Our rental maintenance model supports our customers to focus on their core business while reducing their environmental footprint. Our circular services emulate our commitment to a more sustainable future:  connecting us, our clients and our planet.

We are looking for an IT Support Engineer who will work as part of the Support team, you will resolve the escalated calls from the IT Service Desk or Management and act as a conduit between the Support and Infrastructure Team.

The ideal candidate will have a solid foundation in IT Infrastructure and be capable of assisting with third-line escalations and projects, in addition to performing regular support tasks.

They will serve as a mentor to the Support and Service Desk teams, helping to enhance skills and provide training in new technologies.

The individual in this role will have outstanding interpersonal and problem-solving abilities and must communicate effectively, both in writing and verbally, using clear and appropriate language.

The candidate should be adept at managing challenging customer interactions while maintaining composure and professionalism at all times.

This role is suited for an experienced support engineer, wanting to progress to Infrastructure or Project work. 
 

• Provide effective and friendly customer service to internal staff, throughout their support journey with IT
• Ensure overall performance & targets are met and reporting any issues to your team leader / manager
• Ensure day to day running of key systems and their components (servers, networks, applications and dependencies)
• Analysis and investigation to identify root cause of incidents, including major incidents.
• Handle and resolve calls for Request Fulfullment
• Ensure resources are prioritised to resolve incidents/ request fulfullment in the most appropriate order, based on business needs
• Proactively identify and resolve problems and known errors, thus minimising incident occurrences
• Working to the agreed Service Level Agreements
• Using the Service Desk software for managing Incidents, Requests, Changes and Problems as per the procedures set out.
• Working within the rules as defined within the change control policy. 
• Following the documented escalation procedures.
• Identify opportunities to improve the efficiency of processes as well as working to find new ways to improve customer service
• Accurate recording of resolution & closure details and monitoring resolution progress.
• •    Assist  IT Projects working off site throughout the UK when required
• •    Ability to work on your own initiative, organise your own workload and prioritise effectively, as well as working as part of a team.
• •    Other, general  duties as required
   

• Three years prior experience working within 2nd line Support
• Two years exposure/experience in 3rd line Infrastructure Work
• Ability to mentor and train colleagues
• Excellent customer service and communication skills, with the ability to work under pressure and deal with customers and colleagues in a professional manner
• Strong LAN/WAN troubleshooting skills, knowledge of switch configuration, VLANs, VPNs, DNS, DHCP
• Good Windows Server 2003-2019 troubleshooting skills
• Good Office 365 knowledge 
• Strong use and knowledge of MS Active Directory
• Basic Powershell ability (it is expected you would be able to run your own queries as a minimum)
• Apptitude and strong problem solving skills
• The ability to work on your own initiative, organise your own workload and prioritise effectively, as well as working as part of a team
• Flexibility / adaptability to cope with change
• Be able to liaise effectively with third party service and support providers
• Have the ability to understand new technology
• Familiar with working within an ITIL environment
• Knowledge of Intune, MDM, Azure Active Directory and Autopilot
• Experience in using call logging systems
• Expereince of Citrix XenApp and Thin Client Enviroments
   

A competitive Salary of circa £30,000.00 along with an exciting career with a company that supports development and ambition.