IT Support Engineer

OVERVIEW

The 1st Line IT Support Engineer of QCS will be responsible for providing 1st/2nd line support to staff on desktop support issues, supporting the smooth operation of the company’s IT systems. Responsibilities will include oversight of the following: hardware and software support, networking, telephony, internal systems and communication with the business.

• This important role is fundamental to the smooth operation of the company’s IT systems. As a key member of the IT Department, this role will offer 1st/2nd line support to staff in relation to desktop support issues, whilst offering a variety of activities and opportunities for development.
• Working under the guidance of the Head of Technology, this role requires a motivated individual interested in learning new skills on the job, with the option of formal training courses for development of new and existing skills, whilst maintaining a personal interest in keeping up to date with the latest technologies.
• A logical approach to troubleshooting, attention to detail, enthusiasm to deliver a quality service and a friendly / personable approach are prerequisite for this role.

CORE RESPONSIBILITIES

• Provide 1st line support to all users, utilising the internal Helpdesk to:
• Provide support for Hardware, including diagnosis and repair of desktop PCs, laptops and (where necessary) server systems;
• Provide support for Software, including diagnosis and escalation of CRM system faults, and support for business applications;
• Ensure all items are logged and tracked in the company’s internal helpdesk package;
• Interact with internal users on all levels to help resolve IT-related issues and provide answers in a timely manner.
• Produce reports and audits of the systems and activity to provide to members of the business.
• Set up hardware for new starters.
• Networking – assist with:
• The implementation of additions, deletions and modifications to the network infrastructure;
• Network security;
• The administration and maintenance of the Company's infrastructure and connectivity.
• Telephony – assist with:
• All telephone changes, including allocation of new phones, CTI / Voicemail configuration and re-routing as a result of seating re-arrangement;
• User support.
• Liaise with 3rd party support for technical resolutions to issues.
• Internal Systems:
• Troubleshooting, systems backups, archiving and provide user support when necessary;
• Ensure that company assets are maintained responsibly and all assets are logged in the internal database, which is maintained and updated;
• Keep the internal support ticketing system up to date with updates and to hit internal SLA.
• Communication:
• Participate in Department meetings with the rest of the IT team to provide status updates;
• Keep the team well informed of technical changes and issues;
• Resolve and/or escalate issues in a timely fashion;
• Understand how to communicate difficult/sensitive information tactfully;
• Communicate complex IT issues to people with differing technical knowledge, while maintaining their understanding of what is happening, tailoring the communication to different people;
• Provide updates to the team when support requests are delayed and keep them updated of next steps or ETAs;
• Provide training to internal staff members on technical areas to assist them with understanding of systems/hardware.

ESSENTIAL QUALIFICATIONS & EXPERIENCE

• Experience in the following technologies is required:
• Windows 11;
• Windows Server (basic exposure);
• Microsoft Office (Office 365);
• Phone systems support.

DESIRABLE QUALIFICATIONS & EXPERIENCE

• Experience in the following technologies is desirable / beneficial:
• Windows Server 2022;
• Linux;
• Active Directory / Microsoft Entra;
• Microsoft Intune;
• Databases (MSSQL, MySQL, Postgres);
• Hyper-V Server;
• VoIP systems;
• Programming or scripting knowledge (.NET, PowerShell, Batch scripting etc).