Tech Support Engineer

Technical Support Engineer

Job Description:

The role is responsible for ensuring the smooth running and stability of various systems across the business, spanning front and back offices. This will include troubleshooting, resolving issues as they arise, and thinking of ways to reduce common problems. The TechSupport team is an initial point of contact for troubleshooting all IT-related issues remotely and in person. Excellent written and verbal communication skills are required.

Responsibilities:

· 1st and 2nd line troubleshooting, managing issues associated with Windows, Mac, VDI and mobile devices, including software deployments via SCCM, JAMF, and Intune on mobile devices.

· Work directly with end users across the company hierarchy to provide exceptional and courteous customer service.

· Diagnose and resolve software and hardware issues across operating systems (Windows 10, 11 and macOS) in-person and remotely.

· Resolve common remote access problems, such as account lockouts, troubleshooting VPN/MFA connections and Citrix remote desktop/application challenges.

· Logging incidents and requests within ServiceNow, effectively prioritising their workload, and escalating tickets to specialist technical functions as appropriate.

· Document the solutions, troubleshooting steps, and procedures to enhance the knowledge base for the team.

Key Skills & Experience:

· Experience working within a fast-paced technical support environment or role where user experience is the primary focus.

· A motivated individual who has worked in a similar position with a robust skillset in technology support. Previous experience in a financial services organisation is highly preferred.

· A background in providing white glove support to our VIP user base, ensuring high customer satisfaction.

· Excellent written and verbal communication skills are required.

· The ability to deploy and support Windows and macOS-based devices alongside Apple and Android devices in an MDM environment.

· Capable of identifying complex issues across our core technologies and understanding the appropriate time to engage senior stakeholders.

· Experience with automation tools (such as Power Automate) and scripting languages (PowerShell, Python) would be hugely beneficial.