Information Technology Support Engineer

Location: New Alresford (hybrid)

Shift: 6 days on/4 days off – approx. 33.5 hours/week

Salary: £25-28k plus on call allowance approx. £2k & shift allowance approx. £4k

Job Description:

This is a superb opportunity to join a fast-growing SME Hampshire-based IT services provider. The company is growing and can offer an excellent opportunity for candidates that are looking for a role that will expand their IT skills, whilst offering training opportunities and support from a great team.

We provide commercial 24x7 triage, 1st and 2nd line technical support on company and client systems, and on 3rd party vendor products.

Clients are a range of IT vendors and resellers, for whom we provide “in-sourced” skills & services.

The role is to provide first and some second-line support. Work is handled principally by phone, remote sessions, and email with occasional site visits according to experience and skills.

In addition, part of the role includes working in an Incident Management Role, where we assist our customer with managing their P1/P2 process. This work involves creating a team's bridge, engaging appropriate business and technical resources, sending regular updates to stakeholders and managing the call to completion.

The focus of the support work is on client systems, connectivity, security, and managed service contracts (full disk encryption products, firewalls, email filtering, web security, endpoint detection and response products, authentication, enterprise mobility solutions, incident management & monitored systems).

It is essential that you can work under pressure and possess excellent customer service and communication skills, as well as a logical and methodical approach to troubleshooting.

Key Responsibilities:

• Provide triage, first-line support, and escalate helpdesk tickets for end customers, while adhering to specific SLAs.
• To provide incident management & stakeholder-facing communication for customers as required (with the expectation of leading a multi-manned P1 Bridge Line).
• Proactively manage and monitor ticket queues, ensuring compliance with customer SLAs.
• Ensure all case-related documentation is clear, concise, and consistently updated in the helpdesk ticketing system.
• To handle monitoring alerts following defined KB processes.
• Continuously update end customers on the status of their issues.
• Participate in customer calls and keep them informed of any escalations or issues.
• Assist with basic building security and management when starting or finishing outside of core business hours.

24x7 Emergency response team the rota cycle is as follows:

• 6-day duty cycle followed by 4 day rest period

o 2 days of Early Rota: 07:00 to 14:00

o 2 days of Late Rota: 14:00 to 22:00

o 2 days of Night Rota: 22:00 to 07:00

o 4 days off

• Average of 33 worked hours per week (salary paid on 37.5 hours/week basis)