IT Engineer

TN United Kingdom; England; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative company is seeking an IT Support Engineer to deliver exceptional customer service and technical support. This role involves providing remote and deskside assistance to users across the globe, primarily focusing on Windows, Apple, and Linux systems. You will be part of a dynamic global IT team, ensuring timely resolution of technical issues while participating in exciting technology initiatives. If you have a passion for technology and a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 2+ years experience in Microsoft Windows and Apple support.
• Strong customer service and analytical skills are essential.

Responsibilities

• Provide high-level customer service and end-user support.
• Diagnose and troubleshoot hardware and software problems.

Skills

Microsoft Windows

Apple Support

Network Troubleshooting

Web-based Applications Support

Customer Service

Analytical Skills

Problem-solving

Education

Bachelor's degree in Computer Science

Tools

Office

SharePoint

Jira Service Manager

Job description

Career Details: IT Engineer

Location: Brighton, UK

Industry: Information Technology

Employment Type: Regular, Hybrid

About Us

Cision employs the brightest, most passionate people in the tech industry. We invest in our people through training and professional development, supporting you to meet your career goals. Our success is measured by yours.

Role Overview

The IT Support Engineer is a global technical and customer service role providing Level 2 end-user support and participating in various technology initiatives and projects. You will support internal end-users worldwide, primarily from the US, offering remote and deskside support for Windows, Apple, and Linux systems. You will be part of a global IT team spanning over 40 countries, assisting users with various technical issues, and working with different teams to learn new technologies. The role emphasizes high-quality, timely end-user support.

Core Responsibilities

1. Deliver high-level customer service and end-user support.
2. Provide remote and deskside support globally.
3. Offer VIP and executive-level support.
4. Use our ITSM platform to categorize, prioritize, and escalate issues.
5. Manage issues through resolution or escalation.
6. Diagnose and troubleshoot hardware and software problems.
7. Participate in project activities as needed.
8. Set up, configure, and test hardware and software per standards.
9. Create and maintain system support documentation.
10. Assist in procurement and license management.

Experience and Requirements

• At least 2 years of experience with Microsoft Windows, Apple, network troubleshooting, and web-based applications support.
• At least 2 years of deskside and remote support experience.
• Knowledge of ITIL methodologies is a plus.
• Strong experience with Office and SharePoint.
• Experience with Windows and Apple deployment technologies.
• Familiarity with Jira Service Manager is a plus.
• Remote end-user support experience.
• Knowledge of SSO technologies like Okta is a plus.

Education

Bachelor’s degree in Computer Science or related field preferred.

Attributes

• Strong interpersonal and communication skills.
• Ability to remain calm and professional under pressure.
• Excellent analytical, problem-solving, time management, and organizational skills.
• High interest and aptitude for learning new technologies.