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Job Title
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IT Support Engineer
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Location
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St Athan
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Reporting Lines
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Global Head of IT
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Role Summary
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An IT Support Engineer plays a critical role in maintaining the technological backbone of an organization. They are responsible for ensuring that all IT systems run smoothly, troubleshooting issues, and providing support to end-users.
The role requires a blend of technical expertise, problem-solving skills, and excellent communication abilities.
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Main Responsibilities
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- Help Desk Support: Managing help desk tickets, providing prompt responses to user queries, and ensuring issues are resolved efficiently.
- Training: Educating users on how to effectively use IT systems and tools, including security best practices.
- Troubleshooting: Diagnosing and resolving hardware, software, and network issues faced by users.
- Maintenance: Performing regular updates and maintenance tasks to ensure systems are up-to-date and secure.
- Installation: Setting up new hardware and software systems, ensuring they are configured correctly for the organization's needs.
- Network Administration: Monitoring and maintaining network systems, ensuring optimal performance and connectivity.
- Data Management: Managing data backups, ensuring data integrity, and implementing disaster recovery plans.
- Security: Implementing security measures to protect systems from cyber threats and unauthorized access.
- Oversee the operation and maintenance of the company's IT systems across all sites (UK, Spain and US);
- Liaising with external IT contractors and suppliers;
- Collaborate with colleagues across the business and other stakeholders to understand their technology needs and ensure that IT solutions meet those needs.
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Skills/Experience
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- Hardware Knowledge: Understanding of computer hardware components and their functions.
- Software Proficiency: Familiarity with various operating systems, software applications, and troubleshooting tools.
- Networking: Knowledge of network protocols, configuration, and troubleshooting network issues.
- Communication: Ability to communicate technical information clearly and concisely to non-technical users.
- Problem-Solving: Strong analytical skills to identify and resolve technical issues efficiently.
- Customer Service: A patient and supportive approach to assisting users with their IT needs.
- Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
- Teamwork: Can work alone or as part of a team.
- Learning & Development: Desire to learn and develop new skills
- Experience with Help Desk Software: Familiarity with ticketing systems and remote support tools.
- Knowledge and experience of Microsoft Azure Cloud and Microsoft 365 applications are a requirement.
- Knowledge and experience of Salesforce is desirable but not essential.
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Job Description Agreement
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Manager ____________________________Date__________________
Employee ___________________________Date__________________
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