IT Support Engineer

at  Migrant Help

Migrant Help are currently looking for an IT Support Engineer to join our expanding and dedicated IT & Data department on a full time, permanent basis. In return you will receive a competitive salary of £30,000 - £35,000 depending on experience.

ABOUT US:

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential. We foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation, as long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity.

SKILLS AND EXPERIENCE WE ARE LOOKING FOR IN OUR IT SUPPORT ENGINEER:

• Relevant qualifications as outlined in the job description
• Strong troubleshooting and analytical skills.
• Effective and concise writing skills for logging notes and resolutions
• Attention to detail ensuring a methodical approach to troubleshooting and documentation.
• Ability to remain calm under pressure, especially during major incidents and escalations.

THE IT SUPPORT ENGINEER ROLE:

Working within our IT & Data department, you will play a vital role in providing technical support across the organisation to progress the Migrant Help Strategy of 2024-29 and thereafter. Due to our growth as an organisation and the decision made for IT & Data to take more responsibility for internal systems, multiple technical resources have been approved to help support our colleagues achieve successful outcomes for our clients. You will also work alongside our Project Management Office (PMO) to support the continual service improvement of our organisation through projects, change control and business and usual (BAU) support as directed by the IT Service Desk Manager.

Key responsibilities of our IT Support Engineer:

• Provide 1st and 2nd line technical support, ranging from a basic password reset to complex issues involving 3rd parties.
• Serve as the initial point of contact for all IT-related issues and queries, including escalations.
• Pickup work from our ITSM tool.
• Ensure consistency by following the call handling procedure.
• Track and monitor issues to ensure timely resolution and keep users informed of progress.
• Perform basic hardware and software support for desktop setups, printers, and peripherals.
• Install and configure software, ensuring compliance with organisational policies.
• Provide remote or on-site support to colleagues across multiple locations when necessary.
• Frequent site visits to setup new locations, offer proactive support and engagement with colleagues.
• Take responsibility for the joiners, movers and leavers process ensuring all elements of the process are adhered to.