IT Support Engineer in Stoke-on-Trent

This role provides IT support for Advantis Credit. It supports the IT services manager and provides IT support to the business. This is a customer-facing role. Continual learning will be available to discuss your development roadmap to continue building knowledge through courses. Working hours will be Mon-Fri 9am to 5:30pm, after suitable training and induction period the role will require shift rotations which include Mon-Fri 7:30am to 4pm, Mon-Fri 10:30am to 7pm and one in 4 Saturday shift from 8am to 1pm.

• Provide support in responding to tasks via other channels.
• Provide an escalation point of contact to 1st line support, customers and maintain excellent customer service via Phone, Email and other channels.
• Manage and take ownership of support requests, tasks, issues, incidents.
• Accountable for overview of backups, ensuring any failures are reported, troubleshooted and resolved.
• Onsite support and occasional travel to other customer sites for customer support.
• Input into the root cause analysis from service restoration.
• Monitor system performance and ensure system security.
• Management of incidents.
• Contribute effectively to the establishment and maintenance of the Platform departmental knowledge, documenting clear instructions and known fixes.
• Utilising a ticketing system to create, log and rectify a range of IT issues.
• Configuring mobile phones, laptops, PCs and other hardware components.
• Installation of software for new and existing users.
• Onboarding new employees through the creation of accounts and deployment of hardware.
• Offboarding leavers.
• Keeping our asset database up to date.
• Procuring equipment from our suppliers.
• Virtual support through Ninja RMM to install and remediate software and related issues.
• Identify and proactively raise problems.
• Meeting and exceeding our departmental SLAs and guidelines.
• Upskilling using our training platforms Learn Upon and Pluralsight.
• Working within an ITIL framework.
• Utilising our M365 admin platform to ensure all users have the tools that they require to complete their job.
• Striving to fix users' issues on first contact (first time fix).
• Ensure compliance with company IT policies, security protocols, and best practices.

• Take part in the out of hours rota to provide support to users outside of our core hours.
• Take part in occasional out of hours maintenance to complete tasks that cannot be completed within normal office hours.
• Any other ad hoc tasks that may be required that are commensurate with the level of the post.

• Relevant IT based qualification or industry-based experience with at least 2 years' experience in role.
• ITIL accreditation (desirable, not essential).
• Education including GCSEs in Maths and English (or equivalent) is essential.

• Good knowledge in administration of Microsoft 365.
• PowerShell scripting knowledge.
• Good knowledge of Windows Server, Networking, Virtualisation technologies (Hyper-V preferably).
• Good knowledge of Active Directory, DNS, DHCP.
• Good knowledge of Intune / AutoPilot or equivalent technology.
• Good communication in English.
• Knowledge of Jira ITSM (desirable, not essential).
• Conditional Access, Identity Security (desirable, not essential).

• Experience of an ITSM Tool.
• Experience of enterprise IT processes.
• Experience of focusing on providing excellent customer service.
• Experience of working and exceeding SLA based targets.

• Technical Proficiency, a strong understanding of hardware, software, and networking is fundamental.
• Reliable.
• Organised.
• Resilience.
• Capacity to work effectively whilst remaining calm under pressure.
• Confident.
• Team Player.
• Customer focused, personable and friendly.
• Take pride in presentation of work and self.
• Take pride in ensuring accuracy and attention to detail.
• Adaptability, technology changes rapidly, so being open to learning and adapting to new tools and processes is vital.

• Excellent written and verbal communication skills.
• Ability to make own decisions and problem solve.
• Ability to work under pressure in a fast-paced and busy environment.
• Ability to deal with confidential information and maintain confidentiality.
• Ability to work independently.

• Flexibility to work outside hours where required to meet deadlines.