IT Support Engineer

at  REL Field Marketing

JOB PURPOSE:

• Forming part of the IT Helpdesk Team, you will help to deliver responsive IT Support, resolving technical incidents that arise and providing a technical escalation point for issues.
• You will need to be methodical and accurate in your analysis and resolution of incidents, whilst proactively working to prevent future problems.
• As a member of the IT Helpdesk Team, you will need to ensure that relevant policies are adhered to, and that required documentation and logs are kept up to date.
• You will assist with the onboarding and offboarding of large teams with tablets, laptops and phones, working to tight deadlines.

KEY RESPONSIBILITIES:

• Install, maintain & support PC’s, mobile phones, tablets, internal telephone systems, printers and other peripherals.
• Investigate and resolve helpdesk issues, identifying any potential risks.
• Identify trends & common issues & training opportunities.
• Assist with the implementation of both Operational & Procedural changes.
• Shared responsibility for ticket queues, working to escalate & resolve issues within agreed SLAs.
• Updating tickets, ensuring all parties are informed on updates, resolutions or escalations.
• Recommending appropriate operating procedures and ensure documentation is created, maintained and distributed appropriately.
• An ability to work either solo or as part of a team is required.
• Any other activities that the line manager deems appropriate to the role.