System Support Engineer

William Reed Ltd; Fernhill; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A global media group is seeking a System Support Engineer in Fernhill, UK. The ideal candidate will troubleshoot hardware and software issues while providing technical support to end users. Responsibilities include liaising with users for problem resolution, documenting support requests, and onboarding new employees. Knowledge of Windows 10, Microsoft Office Suite, and experience with Entra ID is essential. This role offers a hybrid work model and excellent benefits including generous annual leave and well-being programs.

Benefits

25 days annual leave

Cultural celebration day

Volunteer day

Hybrid working opportunity

Contributory Pension

Life Assurance

Well-being benefits

Qualifications

• Experience in IT support or related role.
• Strong knowledge of Windows 10 and 11 troubleshooting.
• Experience with Microsoft 365 deployment and management.
• Familiarity with GDPR and its implications.

Responsibilities

• Provide technical support for users' hardware and software issues.
• Liaise with end users to resolve problems promptly.
• Document all technical support requests and resolutions.
• Assist in the onboarding of new users to systems.

Skills

Troubleshooting

Microsoft Office Suite

Entra ID (Azure ID)

Active Directory

Networking (wired & Wi-Fi)

Time management

Interpersonal skills

Job description

Overview

Are you looking to develop a career within IT as a System Support Engineer? Are you a self-starter with experience troubleshooting Windows 10 & 11, Microsoft, hardware, networks and administrating Entra ID (Azure ID) and Active Directory? If so, we have an exciting opportunity within our IT Operations team, reporting directly to the System Support Manager. You will be responsible for dealing with technical support requests from all users within the business, liaising with other System Support Engineers and assisting with the maintenance and security of our network. You will work within our ticketing system triaging, troubleshooting and directing requests as required.

Responsibilities

• Providing support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
• Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
• Logging technical support requests over the telephone or by email
• Using remote control tools and technologies to assist end users as required
• Adhering to the Service Level Agreement provided to the Business
• Inducting new starters to provide them an introduction and overview of our systems
• Documenting systems and procedures as implemented for and on behalf of the Business
• Working across teams and within projects when the appropriate resource is required
• Occasionally traveling to our other UK offices and onsite events to provide support as the business demands

Qualifications / Requirements

• Previous experience in an IT support-related role
• Experience troubleshooting software (Windows 10 and 11), networks (wired & Wi-Fi) and fault diagnosis of hardware
• Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc)
• Experience administrating Entra ID (Azure ID) and Active Directory, including Group Policy management and assignment
• Ability to demonstrate practicing knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
• Knowledge or experience with Adobe Creative Cloud Applications is desirable
• Ability to demonstrate previous experience with and knowledge of GDPR is highly desirable
• Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
• Strong administration skills with great attention to detail
• Enthusiastic, self-motivated and proactive with fantastic teamwork and communication skills, both written and verbal
• Strong interpersonal skills to cultivate positive relationships with both internal and external stakeholders, supporting colleagues and the ability to ensure a supportive and effective requester experience
• Able to demonstrate a calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible as required
• Ability to use own initiative and comfortable in situations with a requirement to think critically, question and determine when to seek guidance or escalate a potential problem
• A passion for exploration and learning of new tools and technologies
• Willingness to travel to our other UK offices and onsite events as required

About William Reed

We are William Reed.

We are a global media group delivering exceptional content through events, digital, data & insight. From agribusiness, ingredients and food processing, to retail, hospitality & fine dining - we provide the inspiration, insight and connections to power our customers' success. We have offices in Gatwick, Brighton and London, UK; Montpellier, France; Singapore and Chicago, US. In line with the Company's current Agile Working Policy, the successful candidate would be eligible to work part of the week from our Gatwick office and to work remotely for the rest of the week. We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees. Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands. We warmly welcome and encourage applications from talented individuals of all backgrounds and characteristics.

Benefits

• 25 days annual leave in addition to bank holidays - increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our "MeDay".
• A volunteer day to take for supporting a chosen charity and giving back to the community.
• Opportunity for hybrid working
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee assistance programme, Virtual GP service and Access to health & wellbeing resources and tools.
• Cycle to Work Scheme
• Electric Car Scheme