William Reed Ltd
System Support Engineer
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System Support Engineer
Department: Technical Operations
Location: London
Description
Are you a self-starter who takes initiative, can manage your own workload, and likes to take full ownership of tasks? Do you have experience supporting Mac OS X in a Microsoft Windows network environment? Are you looking to develop a career within IT as a System Support Engineer?
If so, we have an exciting opportunity within our IT Operations team, reporting directly to the System Support Manager. You will be responsible for dealing with technical support requests from all users within the business, liaising with other System Support Engineers and assisting with the maintenance and security of our network. You will work within our ticketing system triaging, troubleshooting and directing requests as required.
The successful candidate will work from our London & Gatwick offices. This is an onsite role 5 days a week (Monday to Friday). Four days will be worked from our London Fleet Street Office and one day a week will be worked from our Gatwick office (RH11 9RT), so please note that the successful candidate will need to live within a reasonable commuting distance between the two locations and so we unfortunately cannot progress applications from those who do not meet this criteria.
What You’ll Be Doing
- Providing 1st line support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
- Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
- Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
- Logging technical support requests over the telephone or by email
- Using remote control tools and technologies to assist end users as required
- Adhering to the Service Level Agreement provided to the Business
- Inducting new starters to provide them an introduction and overview of our systems
- Documenting systems and procedures as implemented for and on behalf of the Business
- Working across teams and within projects when the appropriate resource is required
- Occasionally traveling to our other UK offices and onsite events to provide support as the business demands.
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What You’ll Need
- Previous experience in an office-based role (IT or Tech Support-related role is desirable, but not essential)
- Experience supporting Mac OS X in a Microsoft Windows network environment – essential
- Experience troubleshooting software (Windows 10 and/or 11) and fault diagnosis of hardware is desirable
- Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 highly desirable
- Located within a reasonable commuting time from both our London and Gatwick offices
- Ability to demonstrate practicing knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
- Ability to demonstrate previous experience with and knowledge of GDPR is highly desirable
- Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
- Strong administration skills with great attention to detail
- Enthusiastic, self-motivated and proactive with fantastic teamwork and communication skills, both written and verbal
- Strong interpersonal skills to cultivate positive relationships with both internal and external stakeholders, supporting colleagues and the ability to ensure a supportive and effective requester experience
- Able to demonstrate a calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible as required
- Ability to use own initiative and comfortable in situations with a requirement to think critically, question and determine when to seek guidance or escalate a potential problem
- A passion for exploration and learning of new tools and technologies
- Willingness to travel to our other UK offices and onsite events as required
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Benefits & Initiatives
- 6.6 weeks of annual leave (pro-rata for part-time). The equivalent to 25 days plus standard England and Wales bank holidays for full-time colleagues
- One additional day holiday per year after 6 years’ service, up to a maximum 7.6 weeks of annual leave (pro-rata for part-time). The equivalent to 30 days plus standard England and Wales bank holidays for full-time colleagues
- A holiday purchase scheme, allowing employees to purchase up to 3 additional days of annual leave and spread the cost over up to 6 months
- An additional day of paid leave, a ‘MeDay’, allowing you the flexibility to celebrate a cultural or religious event or your birthday. It recognises that everyone’s background is unique and gives you the freedom to mark what matters to you.
- One paid volunteering day per year to support a charity or community initiative of your choice
- Enhanced Pension Contributions, we offer employer pension contributions above the statutory minimum
- Life Assurance Scheme
- Group Income Protection
- Enhanced family-friendly leave pay entitlements
- Wellbeing benefits, including: A health care cash plan, Employee Assistance Programme, Virtual GP service and access to health & wellbeing resources and tools
- Equity, Diversity & Inclusion initiatives, supported by employee-led networks and proud to be a Disability Confident Committed employer
- Cycle to Work Scheme (subject to satisfactory completion of probationary period)
- Electric Car Scheme (subject to satisfactory completion of probationary period)
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