IT Support Engineer

Surface Transforms Plc; Knowsley; On-site; GBP 36,000; Full time

Job summary

A technology company in Knowsley is seeking an IT Support Engineer to provide comprehensive support to their production team. You will manage IT incidents, assist with hardware and software issues, and help train users. Candidates should have a strong understanding of Microsoft Office and basic hardware knowledge, alongside at least one year of technical support experience. The role offers an attractive salary and the chance to grow within the company in a dynamic IT environment.

Benefits

Attractive salary

Support for professional qualifications

Confidential employee assistance helpline

Internal job promotion opportunities

Death in service scheme

Qualifications

• Minimum of 1 year of technical support experience.
• Ability to operate within customer support standards.
• Willingness to undertake IT training.

Responsibilities

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

Skills

Professional demeanor under pressure

Attention to detail

Customer service experience

Basic hardware knowledge

Knowledge of Microsoft Office

Understanding of networks

Providing IT support

Familiarity with SLAs

Education

IT-related qualification

Tools

MS Windows

Office 365

Cisco Meraki

Job description

Who Are We

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.

Here at Surface Transforms, our mission is ‘Innovate and develop a sustainable, world leading, high performance braking system to push performance boundaries to new levels. Investing in our people and processes to empower and enable profitable success.’

Our Values

• Leadership - Decisive, united together, acknowledging our success
• Collaboration - Empowering and challenging our entire team
• Communication - Thorough, inclusive, agile considered decisions
• Ambition - Resilience through brave and bold thinking
• Excellence - Striving to continuously improve our high standards
• Trust - Autonomy to develop and deliver, knowing you are fully supported

Due to considerable growth plans, we are looking to add ambitious IT Support Engineers to our IT team, providing 24/5 IT support to our Production 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 IT Manager

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
• 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

Please note, this is a shift based role, you must be able to commit to the shifts listed, and be able to get to our location at those time.

Shifts: Monday - Friday 5am - 1pm, 1pm - 9pm, 9pm - 5am

Salary: £36,000