Elite Group IT

Support Engineer

The Role: 

As a Support Engineer at Elite Group IT, you will hold an important role in providing support to both residential and business clients. Reporting to the IT Support Engineers Team Leader, you will provide support across a range of technical services and actively contribute to system enhancements.

Key Responsibilities, under routine direction:

1. Customer Support

  • Provide technical customer support for residential and business clients, addressing technical queries and issues related to broadband, desktop, network, cloud, and voice services.
  • Perform basic hardware maintenance and troubleshooting tasks to ensure optimal system performance.
  • Efficiently manage and resolve Business-As-Usual (BAU) desktop and voice support tickets.
  • Take ownership of the customer’s problem from start to finish. Escalate issues where necessary to your Team Leader whilst minimising unnecessary handoffs within and across teams.
  • Promote a professional and friendly demeanour, whether interacting with customers in person, over the phone, or through written communication.

2. Network and Systems

  • Assist in the provisioning and maintenance of network equipment, including switches, routers, and wireless access points.
  • Provide Active Directory and domain support as needed.
  • Support monthly customer desktop maintenance checks to ensure system health and security.
  • Support daily internal checks and processes to maintain system reliability and security.
  • Participate in an on-call support rotation to address urgent customer issues outside regular business hours.

3. Installs and Projects

  • Assist with customer migration and installation projects.
  • Assist in the provisioning and maintenance of desktop and server hardware equipment.

4. Quality Assurance

  • Ensure support tickets are created when work is to be undertaken.
  • Ensure tickets are logged correctly and contain the relevant information at the appropriate level of detail.
  • When troubleshooting issues ensure steps are documented and detailed to ease handover should escalation of a ticket be required.
  • Once the issue is identified and resolved, document the solution clearly in the ticket and record time accurately.
  • Before closing the ticket, test the solution to ensure it fully addresses the reported problem. Verify with the user that the issue has been resolved and document the results of your testing in the ticket.

5. Customer Experience

  • You must prioritise the customer’s experience in your daily tasks.
  • Communicate regularly with the customer keeping them informed of the progress of their tickets.
  • Encourage customers to provide feedback on their support experience, which can help identify areas for improvement.
  • Provide excellent customer service to create an exceptional customer experience.

6. Documentation and Process Improvement

  • Document all daily processes and procedures followed in your role to support training and provide coverage during team members' absences.
  • Proactively recommend system improvements, including researching and evaluating new software solutions to enhance monitoring and system uptime.

7. Security and Compliance

  • Adhere to company IT security policies and procedures to protect data and systems.
  • Assist in maintaining compliance with industry standards and regulations.

Qualifications and Skills:

  • Level 3 BTEC or higher
  • 1 to 2 years’ experience as an IT Engineer
  • Working towards certification in relevant technologies, such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
  • Proficiency in troubleshooting basic hardware and software issues.
  • Ability to explain complex issues in simple terms and demonstrating patience when dealing with customers and non-technical users.
  • Awareness of network protocols, equipment, and configurations.
  • Familiarity with Active Directory and domain management.
  • Strong written skills to ensure tickets are documented accurately.
  • Proven ability to work independently and collaboratively within a team.
  • Strong problem-solving and critical-thinking skills.
  • Ability to adapt to evolving technologies and industry best practices.
  • A commitment to providing exceptional customer service.

Benefits:

  • Competitive salary
  • Private healthcare
  • Life Insurance & Income protection
  • 25 days holiday increasing with length of service
  • Free onsite parking
  • Staff home broadband