IT Support Engineer

Chrisanthidis; Dundonald; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

28 days holiday

Home working possible

Job summary

Innovec is seeking an IT Support Engineer to join our growing team at Dundonald. The role covers desktop, server and network support for over 200 customers across Scotland, with a focus on delivering proactive IT solutions.

You will need at least two years of IT support experience, strong communication skills and a customer-first mindset to provide remote and field-based service. The position includes on-call duties and opportunities for growth.

Qualifications

• Minimum 2 years experience in an IT Helpdesk.
• Experience in MSP environment.
• Excellent communication and customer service.
• Able to multitask and work under pressure.
• Professional telephone manner.
• Able to work alone at customer site.

Responsibilities

• Resolve support calls and emails in line with service level agreements.
• Field support.
• Update ticketing and documentation systems with ticket details.
• Perform remote maintenance and keep logs updated.
• Set up new devices and systems.
• Based at our office in Dundonald though some home working may be required.
• Staggered 8-hour shifts between 8am to 6pm Monday to Friday.
• Participate in on call and out of hours rota.

Skills

Windows Server

Microsoft 365

Networking

VPN

Security software

VoIP

Education

HND in computing

Tools

Windows Server

Microsoft 365

Networking

VPN

Job description

See how we’ve helped businesses like yours overcome challenges, prevent problems, and grow with confidence.

At our office in Dundonald, South Ayrshire KA2 9AE

Innovec provide IT support and services across Central Scotland.

For over 17 years, we have supported businesses in all industries, from startups to 300+ employees. Like many of our customers, we continue to grow by investing in what we value – our customers, our team, our partners, and our local community.

Job description

We require an IT Support Engineer to join our growing team and help shape the next phase our business. This role is based at our office in Dundonald, Ayrshire. Supporting over 200 customers across Scotland, mainly throughout Ayrshire and Glasgow, Innovec specialise not only in keeping business technology working, but helping our customers to get more from their IT set-up.

Due to continuing expansion we need someone who can hit the ground running, with a minimum two years’ experience in an IT Support environment, and capable of handling typical calls regarding desktop, server or network support in a busy MSP environment.

Customer service is paramount, and our business has been built by establishing long-term relationships with our customers. As such, we require someone with excellent communication skills, and the initiative to create innovative solutions for customers, both via remote support, and field-based service.

In addition to customer support, this is a great opportunity for someone who is keen to contribute to the continuous improvement of our internal systems and processes. We believe that IT is a perpetual learning environment and we encourage education, knowledge-sharing, interaction and collaboration throughout the business to ensure we continually evolve our offering and deliver the exceptional service our customers have come to expect.

Reporting to our Support Team Leader you will agree a personal training plan and have allocated training time to ensure you maintain industry leading qualifications. These qualifications alongside your proactive attitude to self‑development will ensure you are able to deliver great customer service.

The ideal person will have a proactive and flexible approach to work and will have a passion for IT. You will be keen to develop your own skills and above all deliver great solutions and superb service to our Customers. This is a diverse role with plenty of scope to develop and grow with the company.

The Role

• Resolving support calls and emails in a professional manner in line with service level agreements
• Field support
• Updating support and documentation systems with ticket details
• Performing remote maintenance and keeping logs updated
• Setting up new devices and systems
• Based at our office in Dundonald KA2 9AE though some home working may be required
• Staggered 8-hour shifts between 8am to 6pm Monday to Friday
• Participate in on call and out of hours rota
• 28 Days holiday per year, rising to 33 days with long service

Salary £27k - £30k - Depending on experience

The person

• You will be educated to at least HND or equivalent in a computing subject.
• Experience of IT support in an MSP environment
• Ability to demonstrate your passion and enthusiasm for Technical support.
• You will be able to work under pressure and be able to use your initiative as well as working collaboratively as part of a team.
• Have a highly professional and friendly telephone manner
• Ability to multitask and prioritise multiple support cases
• Confident to work alone at a customer site

Skills and Product Experience Required

• Windows Server and Desktops
• Microsoft 365 products
• Security software and tools
• VoIP
• Networking, VPN and Remote Access systems

Requirements;

• Minimum 2 years experience in an IT Helpdesk environment

Job Type: Full-time, Permanent