IT Support Engineer

Surface Transforms Plc; Knowsley; On-site; GBP 80,000 - 100,000; Full time

Job summary

A manufacturer of carbon-ceramic brakes is looking for an IT Support Engineer in Knowsley, England. The role involves first-line IT support, managing incidents, and troubleshooting hardware and software issues. Ideal candidates will have experience in customer service and a technical support background. This position offers attractive salary and benefits including annual leave and support for professional qualifications.

Benefits

Attractive salary

25 Days Annual Leave + Bank holidays

Extra day Annual Leave for your birthday

Support for professional qualifications

Employee assistance helpline

Internal job transfer opportunities

Death in service scheme

Qualifications

• 1+ years of technical support experience required.
• Knowledge of MS Windows and Office 365 products.
• Experience in customer service roles.

Responsibilities

• Serve as the first point of contact for IT support.
• Manage customer incidents and requests.
• Diagnose and resolve software and hardware faults.
• Install and configure IT equipment as needed.

Skills

Customer service skills

Attention to detail

Microsoft Office knowledge

Basic hardware knowledge

Understanding of networks

Experience in IT support

Education

IT related qualification

Job description

Overview

Surface Transforms are experts in the development and production of carbon-ceramic materials and the UK’s only manufacturer of carbon-ceramic brakes for automotive use. Surface Transforms' unique patented Carbon-Ceramic technology provides the ultimate braking performance for road and track. Here at Surface Transforms passion is at the heart of our brand. As a team we refuse to accept the impossible. We know that impossible only means that we haven’t found the solution yet. Your role at Surface Transforms is yours to steer - toward opportunities and away from risks. You have the power to shape your role and we cannot wait to see where you take us and we’ll take pride in supporting the future you chose to build at Surface Transforms.

Due to considerable growth plans, we are looking to add an ambitious IT Support Engineer to our IT team. The role will primarily serve as the first point of contact for all IT Support within the organisation, diagnosing and resolving software and hardware faults and assisting members of the IT team with IT projects. This is a fantastic opportunity for someone to grow their IT experience surrounded by unrivalled experience and support.

What you’ll be doing as our IT Support Engineer

• Serving as the first point of contact for IT Support within the organisation either in person or by telephone, email or the helpdesk system.
• Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
• Ensure to follow the processes for ticket management: opening, updating, passing, resolving and closing tickets, and identify and address through training any knowledge/skills gaps.
• Diagnosing and resolving software and hardware faults.
• Escalating complex tickets when required.
• Install, assemble and configure computers, monitors, network infrastructure and peripheral such as printers, scanners and related hardware as required for new installation and office reconfiguration.
• Provide basic assistance and advice to end-users on software, hardware and peripheral device operation and usage.
• Testing new hardware and software before installation.
• Manage requests for purchases from users and IT department.
• Ensure that Health, Safety, Environmental and Quality management policies and procedures are adhered to in all work undertaken.
• To maintain an organised, clean, safe and productive working environment.
• Act as a member of the IT project teams when required.
• Support other business functions as directed by the Head of IT.

The Skills, Knowledge and Experience you will need as our IT Support Engineer

• Ability to maintain a professional demeanour under pressure and operate within customer support standards and operating procedures.
• Good attention to detail.
• Willingness to undertake IT training that would benefit both the individual and the business.
• Good knowledge of Microsoft Office.
• Basic hardware knowledge.
• Understanding of networks.
• Experience working in a customer service/ focused role.
• Experience providing IT support.
• Familiar with working to SLA’s.

Need to have

• MS Windows and Office 365 product knowledge
• Minimum of 1 years Technical support experience

Nice to have

• IT related qualification
• Cisco Meraki product knowledge
• 2 years Technical support experience

You’ll have these personal attributes

• Provide a “World Class” example of customer service
• Take a customer centric approach to all tasks and queries
• Live our Core Values at all times
• To act as an ambassador for the IT Department
• Own a problem through to resolution

What we’ll give you in return

• Attractive salary
• 25 Days Annual Leave + Bank holidays
• Extra day Annual Leave for your birthday
• Support and fund professional qualifications
• A confidential employee assistance helpline covering physical and emotional support
• Jobs are promoted internally providing job transfer opportunities
• Death in service scheme