Associate IT Engineer

ReliaQuest; Greater London; On-site; GBP 28,000 - 40,000; Full time

Job summary

ReliaQuest, LLC is seeking an IT Engineer to support new hires and maintain a smooth technology experience. You'll handle onboarding requests, fix hardware/software issues, and guide users through solutions.

You will work with macOS and Windows environments, collaborate across teams, and contribute to knowledge base content while helping improve IT workflow and incident response.

Qualifications

• Bachelor's Degree in Information Technology preferred.
• 1–3 years Mac and/or Windows troubleshooting experience.
• Strong customer service orientation is required.
• Basic understanding of Networking concepts (TCP/UDP).

Responsibilities

• Provide first-line IT support for internal employees.
• Respond to queries via phone, direct messages, walk-ins, and Jira.
• Log, prioritize, and respond based on urgency and impact.
• Troubleshoot and resolve hardware and software issues.
• Install, modify, and repair computer hardware and software.
• Assist and educate customers through the problem-solving process.
• Follow up with customers to ensure issues are resolved.
• Maintain accurate asset and peripheral inventory.
• Troubleshoot Microsoft Teams rooms and A/V deployments.
• Configure and deploy hardware for events and demos.
• Assist with device management in a macOS environment.
• Contribute to knowledge base with technical writing.
• Identify and develop ongoing infrastructure projects to improve workflow.

Skills

MacOS support

Windows support

Customer service

Networking basics

Command line

Team communication

Education

Bachelor's Degree in Information Technology

Tools

Microsoft Teams

Jira

Job description

Why it's worth it:

Do you like helping people and solving problems? IT Engineers make up the backbone of end user support and serve as the face of customer service for our users. Do you like building new things and optimizing processes? Joining ReliaQuest as an IT Engineer will give you the opportunity to gain exposure to many different aspects of IT Infrastructure, including Systems, Networking, Unified Communications, and Internal Security. We develop strong foundations in troubleshooting theory, ticket tracking, vendor management, and A/V deployment - among other skills. This role allows you to work with and learn from a wide variety of personalities and skillsets - the most talented people in the business. There are opportunities for career growth and specialization across the organization.

The everyday hustle:

Provide a smooth and seamless technology experience for new employees in onboarding.

• Function as the first line of support for requests and issues from internal employees.


• Respond to queries from a variety of sources, including phone calls, direct messages, walk-ups, and Jira tickets


• Log, prioritize, and respond to queries based on urgency, needs of business, and affected priority groups


• Evaluate, isolate, and resolve technical issues via systematic troubleshooting - this includes asking open and closed questions and reliably reproducing intermittent issues


• Install, modify, and repair computer hardware and software.


• Assist and educate customers through the problem-solving process.


• Follow up with customers to ensure issues have been resolved.


• Maintain accurate asset and peripheral inventory.


• Maintain and troubleshoot Microsoft Teams conference rooms, and a variety of audio/video deployments


• Securely configure and deploy computer hardware for trade shows, demo environments, internal events, and other ad hoc settings


• Assist with device management in a primarily macOS environment


• Contribute technical writing to a rapidly growing and changing knowledge base


• Identify and develop ongoing infrastructure projects to improve workflow and process management

Do you have what it takes:

• Bachelor's Degree preferably in a field related to Information Technology


• 1-3 years of experience of Mac and/or Windows troubleshooting and configuration.


• Experience and skill related to customer service


• Basic understanding of Networking concepts (TCP, UDP).


• Experience resolving hardware and software issues, including user environment and educational opportunities.


• Comfortable navigating command line interfaces


• Ability to demonstrate good attitude, energy, and effort.


• Be Accountable, Focused, Adaptable, and Helpful.

What makes you uncommon?

• Experience managing Active Directory and Microsoft 365


• Experience remotely managing devices in a blended operating system environment.


• Demonstrated success in a fast-paced customer service environment


• Clear communicator across a variety of styles, both written and verbal