IT Support / Customer Support Engineer in Caerphilly

An award-winning technology company based in the Caerphilly area.

We are looking to recruit a permanent IT Support / Customer Support Engineer to be based at offices in the Caerphilly area (a fully office-based role). Role purpose – to perform a range of technical work activities at the customer site to meet business and customer requirements.

Major responsibilities / accountabilities:

• Coordinate small teams delivering basic work packages in line with the company process to meet customer and business requirements.
• Document and report on work completed to ensure compliance with customer and company procedures.
• Escalate issues in line with company processes to ensure customer demands are met.
• Evaluate escalations and action appropriately to ensure customer demands are met.
• Provide customer service to internal and external customers to ensure a consistent experience.
• Able to adapt quickly to dynamic team environments to maintain consistent, effective contribution.
• Identify own development needs in line with business objectives.
• Act as a role model for colleagues regarding technical and behavioural competencies.
• Act in accordance with organisational information security policies and report any potential or actual security events or other security risks to the operation.
• Carry out installations and configurations of end-user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
• Support end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products by testing, maintaining, monitoring, and troubleshooting in order to determine the source of computer problems (hardware, software, user access, etc.).
• Conduct updates of the network asset management register to ensure that any changes to setup, location or configuration of kit is logged in a timely and appropriate manner, where any additional hardware or software is included within the network component inventory.
• Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data as directed.
• Adhere to business continuity and disaster recovery plans and maintain current knowledge of plan executables.
• Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
• Perform system backups and recovery with all systems in line with the backup policy as directed.
• Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy.
• Adopt a proactive approach towards all client activities.
• Collaborate with all the Technical Service departments when required to ensure business objectives are met.
• Carry out other tasks as directed by the line manager within the scope of the role.

What you'll need to succeed:

• You’ll have previous relevant & similar experience in an IT support role.
• This role is fully on-site-based, due to the nature of the work you will undertake.
• You will ideally have experience of using Microsoft and VMware technologies.
• You will have first-class customer service skills, as this role involves dealing with both internal and external stakeholders on a daily basis.

What you'll get in return:

This is a permanent role to start ASAP. Salary £32,000 - £34,000 depending on experience. The role offers a comprehensive benefits package including 25 days’ holiday plus bank holidays, with an additional day granted after five years’ service. Employees receive 4x life assurance, a 5% company pension contribution, access to LifeWorks discounts, and reimbursement of travel expenses. Additional perks include eyecare support, participation in the Bike2Work scheme, and a structured sick pay scheme providing one week’s cover after six months’ service, four weeks after two to three years, eight weeks after four to five years, and thirteen weeks from six years onwards.