IT Support Engineer

📍 Brighton | 🏢 4 days a week in the office  

The Role 

We are looking to hire a skilled IT support engineer to assist our users with computer hardware and software issues. You will be required to work on-site in our Brighton office assisting with user account and hardware setups, hardware installations, software upgrades, systems integrations, and basic user-facing IT-related issues.

To ensure success as an IT support engineer, you should have extensive knowledge of home and office systems, excellent problem-solving skills, and high-level interpersonal skills. A top-class support engineer provides fast and effective support for users experiencing hardware and software issues.

Responsibilities

• Responding to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call. 
• Providing assistance to our customer operations teams in relation to the company’s bespoke applications
• Contacting users to find out the nature of the problem.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Taking responsibility for adhering to ticket SLA’s for yourself and the wider team.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing basic training in computer operation and management.
• Setting up office equipment and assisting with office and team relocations.
• Setting up new equipment and accounts for new joiners to the business.
• Assisting with the management and maintenance of user accounts across multiple platforms.
• Taking ownership of managing and maintaining the asset register.
• Providing feedback on processes and helping to improve these using previous experience.
• Generating documentation for processes.
• Be part of an on-call rota.

This role is predominantly office based and applicants should be aware of the requirement to be office based for up to 5 days per week on a regular basis.

About you

• Proven work experience as a desktop/IT support engineer or support technician.
• Knowledge of popular operating systems, software applications, and remote connection systems:
• Microsoft Windows 10/11Azure Active Directory
• Google Workspace
• Slack
• JiraOffice 365
• Intune
• Autopilot
• Mac OS
• Beneficial:
• Experience or exposure to data administration and SQL
• Experience with OS patching upgrade management.
• Appreciation of working within IT Security frameworks such as ISO27001, NIST
• Experience or exposure to computer networking (Cisco, Palo Alto)
• Advanced knowledge of computer hardware systems (Dell laptop and desktops preferred).
• Ability to solve complex hardware and software issues.
• Ability to travel and work after hours when necessary.
• Be part of an on-call rota covering out of hours support.
• Excellent interpersonal skills.
• Good written and verbal communication skills.
• Microsoft or IT-related certifications (ITIL, CompTIA, etc) preferred.

Diversity & Inclusion 🌈

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.