First Line IT Support Engineer

Resolve; Sheffield; Ibrido; GBP 28.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Training and certification support

Birthday day off

Holiday entitlement starting at 21

Medicash Health plan

Team events and socials

Free fruit and beverages

Descrizione del lavoro

Resolve is seeking an IT Support Engineer to join our Managed Services Team in Sheffield. The role focuses on delivering high-quality IT support to clients, prioritising requests, and meeting SLAs.

You will work from our office with occasional on-site support for clients, ensuring timely, efficient resolutions. You will troubleshoot VPN, email and OS issues, set up new users, and guide clients through fixes while maintaining clear, precise documentation.

Competenze

• Proficiency in Windows 11, macOS basics, and Microsoft 365/Exchange Online.
• Good understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.
• Experience with remote desktop tools and remote support workflows.
• Strong customer service and clear communication with non-technical users.
• Accurate and thorough documentation of support interactions and configurations.
• Willingness to learn new technologies and adapt to changing environments.

Mansioni

• Handle managed services requests, prioritising and resolving them to SLA.
• Troubleshoot VPN or remote desktop connectivity and user email issues.
• Set up new users and perform OS-level troubleshooting as needed.
• Provide clear guidance to users and document procedures for recurring problems.

Conoscenze

Windows 11

macOS basics

Microsoft 365/Exchange Online

Networking basics

Remote desktop support

Remote assistance

Printer/peripheral setup

Password management

Antivirus software

OS troubleshooting

Descrizione del lavoro

employment type: Permanent, full time position

hours of work: Core hours are 9am to 5:30pm - Monday to Friday (flexible working and flexi-time policies can be requested after probation)

requirements: A full BPSS check may be conducted.

managed by: Managed Services Team Manager

We believe that Resolve is a great place to work, with lots of opportunities to grow, be challenged and input into the business. We offer excellent training and a chance to choose where you want your skills to grow.

Alongside that, working for us comes with some great benefits including:

• The chance to develop your skills with high quality internal and external training and certification opportunities (with exams paid for by Resolve), as well as dedicated time within work hours for training and study.
• Starting holiday allowance of 21 days (plus bank holidays), this will increment after 2 years increasing by 1 day per year to the maximum of 34 including bank holidays.
• Celebrate your birthday with an extra days holiday!
• Medicash Health plan available after successful completion of probation.
• A great company culture and fun working atmosphere with monthly team meetings, team building away days and regular staff socials.
• Excellent offices and location, easily accessible from the city centre with superb amenities and plenty of free parking.
• Opportunities to attend relevant events and support local charities.
• Fruit, fresh coffee and basic food and refreshment supplies, free to all staff every day.
• Flexible working environment and autonomy of your desk with an appreciation and onus that you know your clients best.

As a IT Support Engineer at Resolve, you will be an integral part of our managed services team.

Based in our offices with the occasional opportunity to help a colleague on site, your primary goal will be to provide amazing IT support to our clients in a timely and efficient manner, working to targets and meeting service level agreements.

You will take responsibility for managed services requests, prioritising and dealing with them effectively. This role is crucial in delivering a continuously outstanding customer experience for our clients.

On a day-to-day basis you may be asked to carry out tasks such as:

• Troubleshooting a problem with a users remote VPN or remote desktop server connectivity
• Investigating a problem with a users email and potentially rebuilding their Outlook or Windows profile.
• Setting up a new user for a client
• Troubleshooting an operating system issue

skills essential for this role

Resolves IT Support Engineers play a vital role in providing consistent, high quality IT support to clients while ensuring the smooth operation of their IT environments. This role primarily focuses on support, but also involves some user or basic service requests such as setting up a new user or making a simple change to file permissions.

Our IT Support Engineers possess strong troubleshooting skills to quickly diagnose and resolve a wide range of IT issues. They effectively identify root causes, apply problem-solving techniques, and implement solutions to minimize downtime and disruptions.

Proficiency in system administration tasks, including user account management, group policy configurations, software installations, and basic network setups, is important. IT Support Engineers are able to handle routine system maintenance and ensure proper configurations.

Adept at providing remote support, Resolve's IT Support Engineers are skilled in using remote desktop tools, communication platforms, and ticketing systems to assist clients efficiently. Clear communication and the ability to guide users through troubleshooting steps are essential.

Exceptional customer service skills are crucial, as our IT Support Engineers interact directly with clients. They must be patient, empathetic, and able to clearly explain technical concepts to non-technical users. Positive customer interactions build trust and satisfaction.

Accurate and detailed documentation of support interactions, troubleshooting steps, solutions, and configurations is essential. Well-organized documentation helps streamline future support and provides valuable insights for continuous improvement.

Efficient time management ensures that IT Support Engineers can handle multiple support requests, prioritize tasks, and meet service-level agreements (SLAs). They should be adept at managing their workload and responding promptly to client needs.

The IT landscape is constantly evolving, and our IT Support Engineers stay current with technology trends and adapt to new software, hardware, and troubleshooting techniques. They are open to learning and upgrading their skills.

Collaborating with colleagues, including other support engineers and technical teams, is essential for resolving complex issues. Resolve's IT Support Engineers are able to share knowledge, seek assistance when needed, and contribute to team success.

The ability to approach challenges with a methodical and analytical mindset is vital. IT Support Engineers should be proactive in identifying recurring issues, suggesting process improvements, and helping prevent future problems.

Precise attention to detail is important for accurate troubleshooting, documentation, and system configurations. IT Support Engineers should ensure that all tasks are completed thoroughly and comprehensively reviewed.

Resolve provides training and support to all employees, but we are looking for someone who already has experience in some of the following technologies:

• Windows: Understanding of Windows 11, user accounts, file management, and basic troubleshooting.
• macOS: Basic knowledge of macOS user interface, system preferences, and software installations.
• Microsoft Office, including Microsoft 365, Microsoft Exchange & Exchange Online
• Networking Basics: o TCP/IP: Basic understanding of IP addressing, subnetting, and DNS. o DHCP: Awareness of dynamic IP assignment in networks. o Basic Network Troubleshooting: Identifying basic connectivity issues and performing simple troubleshooting steps.
• Desktops and Laptops: Knowledge of computer components and basic hardware setup.
• Peripheral Devices: Familiarity with printers, scanners, and other common peripherals.
• Mobile Devices: Basic understanding of smartphones and tablets.
• Remote Desktop: Basic usage of remote desktop software for remote support
• Installation Procedures: Basic knowledge of installing software applications on various operating systems.
• Software Updates: Awareness of updating operating systems and software.
• Task Manager (Windows) and Activity Monitor (macOS): Understanding how to monitor system resources.
• Event Viewer (Windows): Basic knowledge of reviewing system logs for errors.
• Password Management: Understanding the importance of strong passwords.
• Antivirus Software: Awareness of antivirus programs for basic system protection.
• Remote Assistance: Basic familiarity with tools for providing remote support to end-users

Microsoft or vendor qualifications such would help an application, but are not essential.

person spec

Culture is imperative to Resolve; we have values which we think matter more than anything else and help us to deliver a continually outstanding customer experience. These are: communication, excellence, responsibility, passion and innovation. We all aim to listen and understand, set high standards, take ownership, have a positive can-do attitude, spot arising or potential issues, make suggestions and implement changes.

We are one team and we work together to support one another daily.

our commitment to equality & diversity

Resolve is committed and working hard towards promoting a diverse and inclusive environment. All candidates will be considered and measured solely on merit against the role requirements. We continuously monitor and review our selection criteria and procedures to ensure that all employees are selected, promoted and treated solely based on merits and abilities that are appropriate to the position.