Enterprise IT Support Engineer

Raisin GmbH; Manchester; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Your growth is our growth. Our success is your success.

About Raisin

Team

As Enterprise IT Support Engineer you will be part of an international and dynamic team with members located in Berlin, Frankfurt /Main and New York, supporting Raisin users globally.

The main task of the team is to provide high quality IT support including IT hardware and to provide the right access and tools to enable users to work securely wherever they are.

The team also administers the main corporate applications, such as Confluence, Jira, Slack, Miro, Office365, and control the access rights to other applications.

Tech Stack

Your Responsibilities

• Hardware support as our only team member on location in Manchester

  • Diagnose and provide support on computer system problems, including repairing, servicing, installing, training, and troubleshooting computer hardware, printers, and other peripherals.

  • Ensure all meeting rooms and office desk setups are up to date and working through periodic testing.

  • Roll-out, provisioning and inventory of internal devices (e.g. laptops, workstations and other peripherals) and ensure the compliance with the company rules.

  • Prepare returned equipment for re-use using high sanitization/ hygiene protocols.

• IT Support

  • Help Raisin employees to work efficiently and productively.

  • Manage the resolution of all incidents/tickets, per respective SLA processes and guidelines, supporting local and remote employees.

  • Kind, considerate and patient service.

  • IT on-boarding session for new employees helping with first setup and steps.

• Collaborations Applications/Services

  • Administration and configuration of the central collaboration tools (Jira, Confluence, Slack, Miro etc.)

  • Provide support and documentation on how-to use the services.

  • Creation of Knowledge Base articles to enable faster and better self-service approach.

Your Profile

• 3+ Year experience in an IT Support or Service Desk role.

• Proven experience in the IT support field on a heterogenous environment (MacOS, Windows)

• Very good operating system knowledge on MacOS and Windows – especially in solving user and machine configuration problems. Linux is a plus.

• Able to manage incidents and tasks within SLAs.

• Ideally experience with Jira Service Management as a ticketing system.

• Excellent communication skills - ability to explain to and guide both technical and non-technical users.

• Able to collaborate remotely aligned and autonomously.

• Strong creative and analytical thinking.

• Bachelor’s degree (or equivalent experience) in information technology or computer science.

• Fluent English (German is a plus).

Our Benefits

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of the Raisin UK team, you benefit from:

• Employee Development Budget of £1,700 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock.
• We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office.
• We offer 28 days + Bank Holidays of holiday a year.
• One day birthday leave and gift voucher to celebrate your birthday.
• We offer you a company stakeholder pension with a minimum employer contribution of 5%.
• The opportunity to experience our annual retreats in exciting European cities and other team building events.