IT Support Engineer

EcoOnline; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking SaaS company that is dedicated to improving workplace safety and environmental sustainability. This role offers a unique opportunity to make a direct impact on the team's success while developing a broad range of IT skills. You will work closely with leadership, providing essential support and managing requests efficiently. With a flexible workplace policy, you'll enjoy the freedom to work both from home and in the office. If you're passionate about technology and making a positive difference, this position is perfect for you.

Benefits

25 days holiday (increasing with service)

Flexible working hours

Pension contributions

Group income protection

Group life cover

Private health care

Work phone and broadband

Parental leave

Qualifications

• 5+ years experience in IT support (L1/L2) required.
• Outstanding customer service skills with ITIL process knowledge.

Responsibilities

• Provide VIP support and manage incident/problem requests.
• Install and configure workplace devices, including Apple products.

Skills

IT Support

Customer Service

Microsoft Stack

ITIL Processes

Apple Ecosystem

Workato

Education

5+ years in IT support

Tools

M365/O365

Mobile Devices

Knowledge Database

Job description

About us.

Technology that transforms the way organisations protect people and the planet for future generations.

Workplace safety is a fundamental part of our DNA, and we take pride in ensuring that we make a positive impact on the lives of others.

By developing leading software solutions that safeguard people and the environment, we are positively impacting the world. Leveraging data and technology to drive a modern culture of health and safety compliance and sustainability.

If you’re interested in positively impacting the lives of others and being a part of a rapidly growing global organization, we hope you’ll consider joining us!

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We are a fast-growing SaaS business working with some of the world’s leading organizations, helping them to improve people’s lives and the environment. Our well-respected internal experts provide a range of software solutions across three key verticals: ESG (Environmental, Social & Governance), EHS (Environmental Health and Safety), and Chemical Safety.

About the Role

• Broad Skill Development: You’ll likely wear multiple hats, gaining experience in various areas of IT rather than being pigeonholed into a single role.
• Direct Impact: Your contributions are more visible and can have a significant impact on the team’s success and the company’s goals.
• Growth Opportunities: With fewer layers of management, there’s often more room for taking on responsibilities and advancing your career.
• Flexibility and Innovation: Smaller teams can be more agile, allowing for quicker decision-making.

Responsibilities

• VIP support - Working closely with our leadership team & providing timely resolutions to them
• Incident, Problem and Request Management.
• Accept, categorize, and prioritise requests based on impact and urgency for company applications, including M365/O365 alongside a number of other line of business applications.
• Incident and Problem Analysis and Resolution.
• Narrow down error patterns to identify common issues.
• Perform thorough problem analysis to understand root causes.
• Resolve requests for known problems using established procedures.
• Forward new or complex issues to 3rd level support teams.
• Regularly check IT services for anomalies.
• Comment on requests and document solutions within any knowledge database.
• Keep colleagues informed about the status of their requests and incidents.
• Install, configure, and deliver workplace devices (laptops, mobile devices, etc).
• Handle and Configure mobile devices (e.g., Surface, iPhone, iPad).
• Apple Ecosystem experience – Working with & Supporting Apple Devices.
• Automation – Workato experience is a plus.
• Travel – Travel to our offices in the UK & across the Nordics on an as needs basis.

Qualifications

• 5 years + experience of working in an IT support environment (L1/L2)
• Proven ability to manage, and influence both direct and indirect reports
• Outstanding customer service skills
• Experience of working with ITIL processes
• Technical skills around the Microsoft Stack
• Ability to coach less experienced team members

What We Offer:

EcoOnline has a flexible workplace policy that allows you to work both from home and in the office, however this role requires you to work 1 day from home and 4 days in office. We want you to be able to do your best work no matter where you are. We emphasize providing many ways to support our team to do their best work, and we believe that if you look after your people, they look after everything else!

Our Values:

Personal Health & well-being:

• 25 days holiday (1 day extra per year of service up to total of 30 days)
• Flexi time system (at managers discretion)
• Pension (4% ER contribution / 5% EE contribution)
• Group Income Protection (70% of base salary, until state pension age)
• Group Life Cover (3 x basic salary)
• Private Health Care (BUPA)
• Work Phone and Broadband (depending on role)
• Parental Leave / Adoption Leave/Time off for Antenatal Care

Interested but don’t feel you meet all the qualifications?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria but have the aptitude and capability. Our priority is to ensure we set people up for success.

Diversity, Equity & Inclusion.

EcoOnline is proudly an equal opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

Celebrating differences is part of our DNA as is diversity drives innovation.