Technical Support Engineer

AVIC Cabin Systems (UK) Limited; Cambridgeshire and Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

AVIC Cabin Systems (UK) Limited is seeking a 1st Line Technical Support Engineer to join their IT team. The role involves supporting users predominantly on HP hardware and within a Microsoft environment, diagnosing and troubleshooting issues, and maintaining IT equipment. This position offers opportunities for training and development, alongside a comprehensive benefits package including pension contributions and annual leave.

Benefits

Employer Pension Contribution

Life Assurance

24/7 GP Services

Training, Learning and Development Opportunities

25 days Annual Leave plus Bank Holidays

Annual Company Events

Cycle to Work Scheme

Qualifications

• Hands-on experience with Windows OS and Microsoft Office 365.
• Work experience in technical support roles.
• Ability to diagnose and troubleshoot basic technical issues.

Responsibilities

• Install, configure, troubleshoot, and maintain IT equipment.
• Provide support for business applications and troubleshoot software/hardware.
• Track and resolve computer system issues within agreed time limits.

Skills

Problem-solving

Communication

Technical troubleshooting

Education

Experience with Windows Operating Systems

Experience with Microsoft Office 365

Tools

Helpdesk software

Remote desktop applications

Job description

Purpose:

ACSUK Ltd. has a vacancy for a 1st Line Technical Support Engineer to join our busy IT Team. You will support users and systems predominantly on HP hardware and a Microsoft environment. You will need to diagnose and troubleshoot software or hardware problems, help users by installing or configuring applications.

The IT team is based within our Bournemouth offices; however, we also support our large Cambridge facility where you will be supporting our users and systems. This will also include visiting Bournemouth fortnightly if required.

Key Responsibilities:

Install, configure, troubleshoot, support and maintain all IT equipment.

Provide support for business applications, troubleshooting software and hardware liaising with suppliers where necessary.

Provide advanced support for Microsoft Windows and Microsoft Office.

Maintain and support Email, Web browsing security, Anti-Virus systems and Windows Update Services.

Diagnose and troubleshoot technical issues, including account setup and network configuration.

Ask customers targeted questions to quickly understand the root cause of a problem.

Track computer system issues through to resolution, within agreed time limits.

Talk clients through a series of actions, either via phone, email or chat.

Properly escalate unresolved issues to appropriate internal teams (e.g. senior engineers or software developers)

Provide prompt and accurate feedback to customers.

Refer to internal knowledgebase or external resources to provide accurate tech solutions.

Ensure all issues are properly logged on the Helpdesk system.

Prioritize and manage several open issues at one time.

Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Key Performance Measures

• Regular reviews of SLA Helpdesk performance
• User Helpdesk Surveys

Knowledge, Education, and Skills

Knowledge:

• Hands-on experience with Windows Operating Systems.
• Hands-on experience with Microsoft Office 365 and other MS related products.
• Good understanding of computer systems, mobile devices and other tech solutions.
• Understanding or experience with physical hardware upgrades.

Desired Skills and competencies

• Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and helpdesk software (TeamViewer, ServiceDesk Plus etc.)
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.

Other material requirements:

• Limited travel among sites will be required.
• A current driver s licence and own transport is required.
• Overtime may be expected during busy periods.
• Evening or out of hours support may be a requirement, from time to time, in this role.
• Employee Benefits:

Employee Benefits:

• Employer Pension Contribution
• Life Assurance
• Simply Health- 24/7 GP Services, Dental, Optician (Option to enchance for you and family members)
• Training, Learning and Development Opportunities
• 13:00pm finish on a Friday
• 25 days Annual Leave plus Bank Holidays
• Annual Company Events
• Cycle to Work Scheme

Avic Cabin Systems (UK) is an equal opportunity employer.