Planet Intelligent Technology Limited

Job Title: IT Support Engineer - Based on Client Site Company: Planet Intelligent Technology Location: Client site Hampton & Guildford Planet Intelligent Technology are on a mission to empower businesses with the best IT solutions, and we're growing rapidly! If you're an experienced onsite Support Engineer looking for an exciting opportunity with massive potential for career growth, we want to hear from you. As an onsite Support Engineer, you will play a critical role in our technical support team. You will be the go-to person for resolving technical challenges and providing exceptional support to our clients. We re looking for someone who can support our client onsite in Hampton, Guildford and local retail locations in the Surrey area, providing support for Windows PCs, MAC, Applications and Printers. Key Responsibilities: Provide second-line technical support to our clients, both independently and as part of a collaborative team. Act as the escalation point of contact for team members and customers. Respond promptly to incidents and service requests, ensuring adherence to agreed Service Level Agreements (SLAs). Assist in the management and maintenance of client systems, networks, and applications. Collaborate with various support teams to escalate and resolve complex issues comprehensively. Document support activities, solutions, and create knowledge base articles to drive continuous improvement and knowledge sharing. Be flexible and willing to travel between two sites Hampton or Guildford Desired Personal Skills: Excellent interpersonal and communication skills both verbal and written. Experience in similar working environments The ability to work independently or as part of a team. A proactive approach to supporting wider team with technical challenges. The ability to multitask and work in a fast-paced environment. Be the escalation point of contact for team members and customers. Excellent eye for detail A positive and proactive approach with a genuine interest in IT The desire for self-improvement and personal growth. The desire to succeed both individually and as a team. Support and participate in technical Certification as an ongoing process. A Full UK driving license. Be flexible and willing to travel. Desired Technical Skills: Support experience with Microsoft Windows 10 and 11 including OS installation. Windows server experaince Office 365 Administration Skills. Active Directory Administration Skills. Experience with Antivirus Software. Experience with Microsoft Office. Experience installing and troubleshooting software applications. Experience installing and troubleshooting printers. Experience in supporting hybrid infrastructure Experience in Networking support IP phone systems Hardware troubleshooting skills. An excellent understanding of computer hardware i.e., CPUs, memory, disk storage. Responding promptly to incidents and service requests, adhering to agreed Service Level Agreements (SLAs). Assisting in the management and maintenance of client systems, networks, and applications. Collaborating with various support teams to escalate and resolve complex issues comprehensively. Willingness to want to aid in supporting all aspects of the IT service assisting other teams where required from helpdesk, support through to architectural design and implementation. Documenting support activities, solutions, and creating knowledge base articles to drive continuous improvement and knowledge sharing. Experience with Windows Server. Experience in utilising ITSM tool sets. Experience with repairs such as troubleshooting computers that will not power on, storage issues and broken laptop screens would be an advantage Join our team and be part of a company that values personal growth, team success, and provides opportunities for continuous improvement in the world of IT. Planet Intelligent Technology is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Planet Intelligent Technology are on a mission to empower businesses with the best IT solutions, and we are growing rapidly! If you are an experienced EUC Technician looking for an exciting opportunity to work onsite at a global customer with massive potential for career growth, we want to hear from you. As a End User Compute Technician (EUC), you will play a critical role in our team. You will be the point of contact for one of our Global clients. We are looking for someone who can support our client in delivery of services and solutions, an analytical based perspective to identify improvements and provide detail information to our customer base. A tech enthusiast to foster and build strong client relationships. The EUC Technician is a key role ensuring client satisfaction and success to our valued clients. This is an evolving role and will provide the right person the opportunity to grow into a service-oriented roles that provide both commercial, operational, and technical insight. As the role evolves with the clients Planet will support and drive the enhancement of the role to enable the successful candidate to evolve and enhance their professional growth. Role summary & Key Responsibilities: With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems properly documenting all actions taken and communicating effectively with the user community throughout the life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble shooting and problem-solving skills Install and configure company standard application Supports key service level goal is including response time and end user satisfaction Provide comprehensive technical support services to the Client s onsite personnel, customers and service providers Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) based on assignment Troubleshoot and resolve issues within the software & hardware environment Maintain incident management system with up-to-date information on ticket progress Ensure the status of tickets to ensure proper escalation and resolution of incidents consistent with established SLAs Follow detailed Asset Management procedures Provide testing and support services for conferences Assist with troubleshooting internal VoIP telephones Coordinate with internal IT infrastructure support groups to appropriately escalate incidents Escalate unresolved incidents to other technical support for execution. Documenting customer communication and technical steps taken for future troubleshooting and business continuity Maintain communication with Desk-side Management Team in regard to asset management, incident management, and overall communication in a proactive environment Contribute to accurate technical information and best practices concerning property applications and hardware/software troubleshooting documentation Ensure compliance in accordance with the organization s policies, procedures, and state, federal and local laws Maintain compliance with all company policies and procedures, including safety rules and regulations Liaise as necessary interdepartmentally to seek resolutions to all reported issues Ensure customer support requests are worked directly with Client s service providers for escalation and resolution Perform necessary operational related tasks and special projects as assigned by management Liaise as necessary interdepartmentally to seek resolutions to all issues reported Must be able to lift desktops, laptops, monitors, printers and other IT related equipment Travel between sites as and when required Desired Personal Skills: Excellent interpersonal and communication skills both verbal and written. Experience in similar working environments. The ability to work independently or as part of a team. A proactive approach to supporting wider team. The ability to multitask and work in a challenging environment. Be the escalation point of contact for team members and customers. Excellent eye for detail Excellent communicators, passionate about helping customers succeed Ability to build authentic relationships Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Excellent communication and customer service skills. Dedication to customer service Excellent teamwork skills Excellent desktop support technical skills Experience on supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Cisco), Remote Desktop tools (Bomgar) Ability to perform root cause analysis and determine appropriate course of action based on results Education BS or BA degree preferred or equivalent work experience A+ Certificate Microsoft Certified Professional certification a plus Experience Minimum of 12 months of Desktop support experience Working Relationships Maintain inter-department relationships to resolve reported incidents Effectively communicate with extended service provider and IT infrastructure groups Develop communication and working relationships with supervisors and colleagues