IT Support Engineer in Wellingborough

Job Title: IT Support Engineer

Reporting to:Workplace Technology Lead

Location:Wellingborough/Hybrid. Occasional travel to other offices.

Department:Technology

Join Segen for an opportunity to help change the world with every action you make. It’s fast paced, challenging, dynamic and incredibly rewarding, because changing the world isn’t easy!

Company Profile

Segen Ltd was formed in 2004 and is the UK’s largest Wholesale Distributor of Solar PV, Energy Storage Systems and EV-charging. With a growing European and international focus Segen is now part of the Labora Group since 2021. Segen Group turnover is more than £300m and growing at over 50% per year so there has never been a better time to join the team. Our customer base consists of commercial and residential installation companies. Access to our unique on-line portal and design tool, plus our emphasis on product quality, consistency and availability sets us apart in the market. Segen is a fast-moving business that responds quickly to any market changes supported by its bespoke ERP system and database and team.

Role Purpose

The IT support engineer will be the first point of contact for internal colleagues IT issues. You will be a visible presence within our Wellingborough site, providing hands-on support. You will also be responsible for issues from around the business, ensuring timely, professional assistance to tickets raised by colleagues.

Working with senior IT colleagues, you will also be involved in project work where required.

Key roles and responsibilities

1. User Support:
   • Respond to user queries via email, ticket system, or in-person regarding IT issues.
   • Be the first point of contact for IT Support issues
   • Troubleshoot hardware and software problems on desktops, laptops, and peripherals (e.g., printers, scanners, A/V equipment).
   • Assist users in resolving IT issues
   • Support telephone systems (8x8 or similar)
   • Desktop support via remote software
     
   • Own and manage the Joiners, Movers and Leavers process

2. Hardware Maintenance:
   • Set up and configure new desktops, laptops, and mobile devices.
   • Replace or repair faulty hardware components.
   • Conduct routine hardware maintenance and upgrades.
   • Liaise with external suppliers to order and track hardware.

3. Software Support:
   • Install, update, and maintain software applications.
   • Provide basic training or guidance on using IT systems and tools.
   • Support Intune management of devices
   • Build a positive relationship with external suppliers
     
4. Network Support:
   • Diagnose and resolve basic network connectivity issues.
   • Ensure devices are connected to the company network (Wi-Fi, LAN).
   • Collaborate with senior technicians to escalate advanced network issues.

5. Documentation:
   • Maintain records of hardware inventory and software licenses.
   • Log and track IT support tickets in a ticketing system (e.g., Zendesk, or similar).
   • Document troubleshooting steps and solutions for future reference.
   • Maintain IT asset tracking.

6. Collaboration with Teams:
   • Assist senior IT staff with larger IT projects.
   • Support onboarding processes by setting up workstations for new employees.

7. Incident Escalation:
   • Identify and escalate complex technical issues to higher-level IT staff.
   • Follow up on unresolved tickets to ensure timely resolution.

8. Customer Service:

• Maintain a friendly and professional demeanour when interacting with users.
• Ensure timely and effective communication regarding ticket progress or issue resolution.

Skills

• Technical Skills: Familiarity with Windows/macOS, Office 365 and Entra ID, and basic networking concepts.
• Communication Skills: Ability to explain technical concepts to non-technical users.
• Problem-Solving: Analytical thinking to resolve common IT issues efficiently.
• Organizational Skills: Capability to manage multiple tickets or tasks at once.
• Willingness to Learn: A proactive attitude toward acquiring new skills and knowledge.

Desirable

• Relevant IT related qualifications like CompTIA or AZ-900 is a plus but not essential

Personal Attributes:

• Ability to explain technical concepts to non-technical users.

• Good written and verbal communication for ticket documentation and updates.

• Strong analytical skills for diagnosing and resolving technical issues.

• Patience and a positive attitude when working with users.

• Ability to prioritize tasks and manage multiple support tickets effectively.

Working Environment

• Warehouse office-based role.
• May require flexibility to support shift patterns, including early starts or occasional evenings.

Pay: £25,000 per year

Employee benefits

What we offer:

• 25 days holiday
• Hybrid Working
• EV Car scheme
• Pension
• Competitive salary and benefits package
• Exposure to fast paced warehousing and logistics operations
• Supportive, collaborative working environment
• Life Assurance
• Discounted company products
• Cycle to Work Scheme
• Career Development
• Employee Assistance Scheme
• Staff events and surprises

At Segen, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.

We welcome applications from candidates of all backgrounds, race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability.

We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive

Work Location: In person