IT Support Engineer - Contract, Zone

Function: Technical Assistant

Role categories: Advertising & Marketing, Direct Marketing, Mobile Marketing

  • Rate/Salary: Salary dependent on experience
  • Location: Bristol
  • Type: contract
  • Starting date: ASAP
  • Expires: 09/08/2019

Job description

Download Job Specification

The IT Support Engineer will be responsible for the maintenance of the workstations of 180+ staff across our London and Bristol offices with focus on the maintenance of our computer systems, helpdesk, networks and our meeting room technology. The company is growing at an unprecedented rate and there will be lots of exciting projects to enable the right person to broaden their skillset. The right individual for this role will be dynamic, friendly, proactive, engaging and most importantly have a willingness to roll up their sleeves and get stuck in.

  • Lead on helpdesk incidents; work with users and clients to diagnose problems and ensure issues are corrected in a timely manner
  • Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems during staff induction or to resolve general tech issues
  • Troubleshooting system and network problems, diagnosing and solving hardware or software faults, replacing parts as required
  • Installing and configuring computer software operating systems and applications
  • Monitoring and maintaining computer systems and networks
  • Maintaining and supporting meeting room technology
  • Virtual machine (VM) maintenance
  • VoIP phone system configuration and maintenance
  • Providing support, including procedural documentation and relevant reports
  • Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers
  • Setting up new users' accounts and profiles and dealing with password issues
  • Working continuously on a task until completion (or referral to third parties, if appropriate)
  • Working within the agreed SLAs whilst managing many open cases at one time

Project work

  • Project management responsibility for the fast-paced new starter, exit and freelance technology process
  • Project management responsibility for the technical and telephony aspects of office seating moves 
  • Developing existing systems and configurations, as well as implementing new technologies
  • Testing and evaluating new technology

Person specification

  • Experience of providing customer support to an Apple Mac and Windows mixed environment
  • Comfortable opening and managing O365 accounts
  • Ability to manage own time, prioritising and dealing with workload on own initiative
  • Strong project management skills
  • Friendly, proactive and engaging approach to customer service
  • Willingness to travel between London and Bristol office, on occasion 
  • Printer support and troubleshooting
  • Cisco CCENT - Desirable 
  • Active / Open Directory experience desirable
  • Previous experience within a digital agency would be advantageous but not essential