SC Cleared IT Engineer

TN United Kingdom; Redhill; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading IT service provider is seeking an SC Cleared IT Engineer for onsite support in Redhill. In this role, you will engage directly with users to resolve hardware and software issues, ensuring a seamless experience. You'll manage ticket queues, prioritize tasks, and collaborate within a team to meet customer needs. This exciting opportunity offers a dynamic work environment where adaptability and effective communication are key. Join a forward-thinking company that values your expertise and provides the chance to make a real impact in the IT support landscape.

Qualifications

• Experience in IT support roles with SC clearance.
• Ability to troubleshoot hardware and software issues effectively.

Responsibilities

• Provide onsite support to users for hardware and software issues.
• Manage ticket queues and ensure adherence to SLAs.
• Coordinate work schedules to meet business needs.

Skills

Hardware troubleshooting

Software troubleshooting

Customer service

Ticket management

Communication skills

Education

IT-related degree or certification

Job description

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We are recruiting for an SC Cleared IT Engineer for a leading IT Service provider based on site in Redhill.

Overview of role

Onsite support is a client-facing resolver group. The role involves working face-to-face with users to fix hardware issues or software issues where the service desk are unable to assist. Responsibilities include working on tickets assigned by Helpdesk/Level 2 / Self-service, ranging from fixing hardware, correcting cabling faults, replacing user iPhones (as requested by Telephony team), and software re-builds. The role also involves moving users within buildings and between sites, often requiring out-of-hours support, for individual users or groups up to 50+.

Responsibilities

1. Prioritize and coordinate work schedules to meet business and customer needs and deadlines.
2. Communicate effectively on complex issues to meet requirements and prevent escalations.
3. Follow company Information Security Policies and report security events or risks.
4. Support and advise customers to resolve queries satisfactorily and escalate when necessary.
5. Work collaboratively within a team environment.
6. Be flexible and adaptable to changing business needs and follow management requests.
7. Manage ticket queues and ownership, ensuring adherence to best practices.
8. Contact users to schedule appointments, update tickets, and meet SLA commitments.
9. Prepare IT equipment for new starters/leavers and install equipment at desks.
10. Serve as the first point of contact and escalation for technical support within the helpdesk.

This is an umbrella contract role, inside IR35.