System Support Engineer (Entry-Level)

at  William Reed Ltd

WHO WE ARE

We are William Reed.
We are the leading expert in the global Food & Drink industry.
From manufacturing through to retail and hospitality – we provide the inspiration, insight and connections to power our customers’ success.
Our specialists are deeply engaged in their markets and are recognised as the most trusted professionals in their field.
We have offices in Gatwick and London, UK; Montpellier, France; Singapore and Chicago, US.
In line with the Company’s current Agile Working Policy, the successful candidate would be eligible to work 2 days per week from our Crawley office and to work remotely for the rest of the week.

• Helping users solve technical issues with their computers (whether hardware or software)
• Liaising directly with end users to resolve any problems, as directed by the System Support Manager
• Logging technical support requests over the telephone or by email
• Using remote control tools and technologies to assist end users as required
• Inducting New Starters
• Documenting systems and procedures as implemented for and on behalf of the business
• Occasional travel to our other offices in London, Brighton and Montpellier as the business demands
• Adhering to the Service Level Agreement provided to the Business by the IT Department
• Ensuring support requests are handled in an effective and efficient manner
• Maximising user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
• Learning systems, software and processes to increase personal skills capability and troubleshoot problems at all levels
• Work across teams and within projects when the appropriate resource is required