IT Support Engineer

Company Info

Our client is a home care services agency providing highly-trained carers across the UK, including live-in care and visiting care services.

With an aim to create a world with reimagined, better care that empowers people to be more independent within their own homes, our clients have been growing since 2006. They have opened five offices across England and Wales and are committed to giving people the best possible care that fits with their lives, helping them to stay in the comfort of their own homes.

Job Purpose

To assist the Group IT Manager in the delivery of IT services and IT Support to the business. This will include the maintenance and availability of the Core Network Infrastructure, Core Business Servers and Systems , End user Computing (Desktops, Laptops, Smart Devices, IP Telephony, Desktop Applications) Cloud Services to include Google Enterprise. Recording and management of Incidents, Problems, Requests, and Changes through the IT ServiceDesk. Supporting all staff with the use of our clients systems, hardware and applications.

The Team

The Team at our clients internal IT Team consists of a Group IT Manager and 2 Support Engineers. The team is currently run by the Chief Technology Officer. The Team are based in Salisbury and expected to be a reasonable commutable distance from the Office to support both work hours and any on call demands.

Position summary

The role seeks to provide IT Service Support to over 400 users. The role is varied, requiring the Engineer to be fully flexible in their role. Primarily supporting end user computing, however the business is undertaking a complete IT Refresh programme, and is now looking to embed systems and processes within the business. This requires the Engineer to also assist in supporting Core IT Networks (Wired and Wireless), Core On Prem + Cloud Systems and Services whilst adopting a risk averse attitude in their role in line with Cyber Essentials. The company is adopting ITIL Framework approach and is compliant to NHS DSP Standard. IT Service Support extends across 4 fixed locations with extensive mobile support provided from Salisbury. The role requires some site visits, on-call support out of hours and at weekends.

Our client’s staff primarily uses Google Applications (to include GMail, Google Docs, Sheets, Slides, Chat), supported by Microsoft Office Suite 2019 where necessary.

Key responsibilities for this role include but not are not limited to:

• To Serve as first point of contact for IT Support within the organisation
• Installing, configuring and maintaining software and hardware components of computer and network systems
• Responding in a timely manner to service issues and requests
• Diagnosing and troubleshooting software and hardware issues
• To report on the status of all system and network operations processes and identify improvements where possible.
• Repairing and replacing damaged computer, printing and network components
• Maintain existing Google Applications built with Google Apps Script.
• Ensuring the security of Servers and client computers by ensuring that systems are installed with the latest security patches and antivirus signatures.
• To maintain accurate records of all IT assets (To include Servers, Desktops, Laptops, Printers, bile Devices)
• To Record and maintain accurate records on the IT ServiceDesk system
• To assist in the production of IT Reports to support business requirements
• Testing New Hardware and software before full scale installation
• Provide out of hours IT support as agreed on a rotational basis
• Attend business locations as necessary to provide support and remediate any IT issue where physical presence is required
• To provide training to new staff members on current systems and on new systems which may be introduced
• To attend training sessions as directed by your line manager
• To want to learn and be a team player
• The role may require additional duties to be performed outside of the day-to-day role to ensure the efficient running of the department or business area.

Candidate Requirements:

The Web Developer will already have some and aspire to all the following attributes…

The ideal candidate will:

• Minimum of 4 Years in an IT Service Support Role
• Ideally be Microsoft Certified Professional accredited, though a thorough understanding of
• Windows Server 2019 and/or Windows 10 Desktop is essential
• Be personable and able to interact with others across a wide range of technical skills
• Possess excellent organisational and time management skills
• Be experienced across a broad range of Information Technology
• Ideally have experience of using Google Workspace to support a business.
• Full driving licence, car and willing to drive as part of satellite location support.
• Effective Written and Oral communication Skills
• Ability to manage own time and deal with multiple tasks efficiently
• Excellent Interpersonal and customer care Skills
• Strong Problem Solving Skills
• An ability to assess each employees IT Knowledge level
• Logical Thinker
• Good Analytical and Problem Solving Skills
• Ability to attend work punctually and reliably
• Desire to learn and be an effective Team member