IT Engineer

TN United Kingdom; Brighton; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Engineer to join their global team. This role is pivotal in delivering exceptional customer service and technical support across various platforms, including Windows, Apple, and Linux. As part of a diverse team, you will engage with users worldwide, addressing their technical needs and contributing to innovative projects. The ideal candidate will possess strong analytical skills and a passion for technology, ensuring a seamless experience for end-users. Join this forward-thinking company and take your career to new heights while supporting a dynamic global workforce.

Qualifications

• 2+ years of experience in providing deskside and remote support.
• Strong experience and understanding of Office365 & SharePoint.

Responsibilities

• Provide high-level customer service & end-user support globally.
• Analyze hardware and software problems and troubleshoot them.

Skills

Microsoft Windows

Apple Support

Network Troubleshooting

Web-Based Application Support

Customer Service

Analytical Skills

Time Management

Education

Bachelor's Degree in Computer Science

Tools

Office365

SharePoint

Jira Service Manager

Okta

Job description

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Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

The IT Support Engineer is a global technical & customer service role that provides L2 end-user support and participates in various technology initiatives & projects. Your duties will include the day-to-day support of internal end-users globally, addressing incidents & requests, mostly from users based locally in the US. You will provide remote and deskside support for Windows, Apple, and Linux users and help maintain & manage end-user services and devices. You will be an integral member of a global IT team, spanning 40+ countries in nearly every part of the world. You’ll guide, assist & support end users with various situations, answer technology-related questions, and have an opportunity to work with various teams and learn new technologies. Above all, this is a customer service role in which the quality and timeliness of end-user support is paramount.

Core job responsibilities

1. Provide a high level of customer service & end-user support.
2. Provide remote and desktop support across the globe.
3. Utilize our ITSM platform to categorize, prioritize, and escalate issues as necessary.
4. Take ownership of issue/request through resolution or escalation.
5. Analyze hardware and software problems, and troubleshoot per approved procedures.
6. Participate in project-related activities in varying capacities.
7. Perform hardware and software setup, configuration, and testing per current standards and approved procedures.
8. Help create and maintain system support documentation.
9. Assist with procurement and management of hardware and software licenses.

Experience and Requirements

• 2+ years of experience in Microsoft Windows, Apple, network troubleshooting & web-based application support.
• 2+ years of experience in providing deskside and remote support.
• Knowledge of ITIL methodologies is preferred but not necessary.
• Strong experience and understanding of Office365 & SharePoint.
• Experience with Windows and Apple deployment technologies.
• Experience working with Jira Service Manager is preferred but not necessary.
• Experience with Okta or similar SSO technologies is preferred but not necessary.
• Education: Bachelor’s degree in computer science or related field preferred.

Attributes

• Strong interpersonal skills and effective communication.
• Ability to stay calm and professional under pressure.
• Excellent analytical and problem-solving skills.
• Effective time management and organizational skills.
• High aptitude and interest in learning new technologies.