Technical Support Engineer - #1118846

Job Description

Reporting directly to the IT Support Manager, the Technical Support Engineer is responsible for delivering onsite and remote technical support to internal and external corporate stakeholders. You would be engaged in call logging, detailed analysis, diagnosis, and effective resolution of IT incidents while overseeing the fulfilment of service requests, implementation of changes, and executing IT security protocols related to a broad spectrum of technology service issues.

Veezu are fully committed to ISO27001, while also striving to offer our stakeholders a premium customer service experience with every interaction.

Role Duties
Join a cohesive support team, acting as a unified point of contact to offer first and second line technical assistance through Phone, Email, Portal, On-Site, and Remote channels
Proficiently receive, log, and manage user inquiries via the call logging system, ensuring first-time resolutions wherever possible
Engage actively in the rollout of both tailored and standard application enhancements
Conduct routine maintenance tasks, such as ensuring Antivirus compliance, overseeing Security patch updates, managing Image builds & updates, and handling various IT Security responsibilities, notably user & security group administration within Active Directory
Consistently align with both individual and team SLA / KPI objectives, ensuring timely escalations to avert potential failures
Cultivate enduring relationships across the customer spectrum, always clarifying the steps to resolution and upholding our promise of "saying what we do and doing what we say."
Rigorously follow the escalation process to promptly notify senior IT management of any pressing issues
Provide On-Call & Out-of-hours support as necessary
Maintain a commitment to the highest ethical and professional standards in every interaction, ensuring quality in alignment with our company's core values
Execute any additional tasks deemed appropriate by the Line Manager with the same level of dedication
Travel to Veezu sites to provide technical support/technology changes. Role requires valid UK driving licence.

Technical Experience & Qualifications
While an MCDST / A+ certification or its equivalent is highly recommended, what’s paramount is your demonstrable expertise in the domain with experience delivering excellence in previous roles
A foundational grasp of ISO27001 and ITIL principles a distinct advantage
Demonstrate proficiency in various IT paradigms and technologies, including but not limited to PCs, Printers, Networking, Microsoft suites, Active Directory, and security solutions
Beyond technical acumen, your problem-solving acuity, interpersonal finesse, commitment to timelines, attention to detail, and an inherent passion for continuous learning will set you apart
Comprehensive expertise in Microsoft-based operating systems, especially Windows 10/11, complemented by hands-on experience with Google mail/Office 365
Prior experience supporting operations centres alongside group business functions an advantage
Demonstrated knowledge in administering User & Security Groups within Active Directory
Proven track record in steering major incidents to resolution, adeptly managing business expectations and communications throughout
Hands-on experience in OS image construction and the packaging and deployment of OS/Applications
An unwavering commitment to delivering exceptional customer service, fortified by excellent telephone etiquette and interpersonal rapport
Eloquence in both written and spoken communication, underpinned by a recognized English qualification or equivalent industry benchmark.

Personal Competencies
Result-Oriented Approach: Display intrinsic motivation and an aptitude to autonomously define, manage, and achieve key milestones and objectives
Planning: Exhibit exceptional organisational acumen
Communication Proficiency: Possess the ability to articulate thoughts with clarity
Proactive Adaptability: Embody a proactive ethos, taking initiative when appropriate, pinpointing areas ripe for improvement or transformation
Collaborative Spirit: Commit to the broader team's vision, actively collaborating to achieve overarching goals.