Enterprise Tech Support Engineer in Bristol

Location: Hub based

Team: AskOVO Tech

Salary banding: £30,000 - £35,000

Experience: Mid Level

Working pattern: Full-Time

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Team player, collaborative, ownership

Top 3 qualities for this role: Communication, organisational, detailed

Where you'll work

At OVO, we understand that a one size fits all approach doesn't work for everyone. That's why we created the OVO Way of Flexibility. All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You'll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how: We're hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we're hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell

We want to help our people perform at their best by giving them the best equipment and support applications we can, while sticking to our Zero Carbon commitments.

Your key outcomes will be:

• Provide first and second-line support for all tech-related questions
• Prioritise support questions based on business impact and urgency
• Administer and support key business-critical applications enabling our people to do their jobs
• Ensure we achieve our Service Levels
• Actively seek opportunities to drive process and/or content improvements
• Work with suppliers to deliver problem resolutions
• Work with all parts of the Enterprise Security & Platforms team to ensure OVO receives 'a best in class' level of support
• Support the rollout of any Enterprise products to our People
• Support various audio-visual conference events/meetings
• Continuously share knowledge and standard methodologies within the AskOVOTech team to improve teamwork and service delivery as a team
• Be the change agent to coach and upskill our colleagues and People Leaders on self-service, using a full suite of digital enablers
• Maintain relevant content and policy documents to ensure accuracy and compliance at all times

Within your first 3 months you'll:

• Reach a consistent, daily ticket closure target
• Achieve high customer satisfaction scores on ticket closures
• Work with the team on improving your skills and have a development plan implemented
• Build an onsite relationship with stakeholders

Systems: Google Admin, Google Suite, Microsoft 365, Microsoft Azure, Windows, macOS, Android, iOS, Atlassian Suite, N-Central, Slack

You'll be a successful Tech Support Expert at OVO if you:

• Have high proficiency in Tech processes, policies and standard operating procedures
• Have experience in Tech Support, service management and helpdesk software knowledge
• Possess strong written and verbal communication skills and the ability to build working relationships across the OVO Community at different levels
• Have a results-focused approach with the ability to handle opposing priorities and multiple partners
• Exhibit excellent problem-solving skills
• Demonstrate excellent attention to detail and an ability to work towards tight deadlines in a fast-paced environment
• Have the ability to time manage and prioritise workload effectively
• Show excellent configuration, troubleshooting, analytical and diagnostic skills
• Have a full understanding of local area networking and the setup and configuration of end-user devices, such as desktops, printers and other wireless devices
• Have good knowledge of Google, Microsoft, Contact Centre and CRM applications
• Able to demonstrate knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment

Let's talk about what's in it for you

We'll pay you between £30,000 - £35,000 depending on your specific skills and experience. If your expectations are a little different, have a chat with us! We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You will be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there's flex pay. It's an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here's a taster of what's on offer:

• 34 days of holiday (including bank holidays)

For your health

• Benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more.

For your wellbeing

• Gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more.

For your lifestyle

• Extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations.

For your home

• Up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers.

For your commute

• Great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans.

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other's experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing

We'd be thrilled if you tick off all our boxes, yet we also believe it's just as important we tick off all of yours. And if you think you have most of what we're looking for but not every single thing, go ahead and apply. We'd still love to hear from you!

If you have any additional requirements, there's a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.