We are looking for a Mac Support Engineer to provide 1st and 2nd line IT desktop support in order to provide an excellent level of customer service to the business.
The IT Service Desk team are responsible for providing support, maintenance to desktop, server and network infrastructure. This covers:
- Desktop Software - based around Office 2016
- Windows Operating System - operating on Windows 7 and Windows 10
- Mac OS – All OS versions
- Desktop PCs and Mac Laptops
- Local Area Network
- Cloud Software – Google and Office 365 administration including Intune
- Firewall / URL Filtering
- Wide Area Network.
This role entails providing support for the desktop estate and as such, this role will require frequent reactive and proactive communication with any staff member in order to give and receive updates on outstanding tasks and Incidents. The applicant will require the ability to learn key processes and gain an understanding of IT systems and how to support them. The role requires a high level of customer service. As communication will be directly with employees, the candidate needs to have a professional yet friendly and approachable manner.
Systems and applications development, support and deployment carry out agreed maintenance and administration tasks to ensure the information contained is up to date receive and respond to requests for support following agreed procedures in order for the requests to be resolved in a timely and efficient manner
Maintain strong relationships assist in the investigation and resolution of issues relating to applications in order to assist the team in providing a high level of customer service build and maintain strong relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional customer service approach communicate clearly, fluently and effectively to both individuals and groups by telephone and in person, via both verbal and written communication, in order to assist in the provision of a high level of customer service, including the provision of technical advice and guidance on matters using non-technical language if required ensure that support calls are monitored and updated efficiently and effectively, proactively communicating with the business in order to provide updates on outstanding incidents or projects work positively and communicate professionally across the team in order to make an effective contribution to team tasks and team spirit
Other responsibilities create, modify and delete user accounts across multiple systems and software applications in order to ensure that accurate employee accounts are held ensure that personal objectives documentation is kept updated and current throughout the course of the year maintain knowledge of new and emerging technologies maintain records of requests in order to advise relevant team members of actions to be taken maintain the hardware and software asset registers to ensure new acquired hardware and software are recorded accurately and within good time proactively manage personal development in order to increase performance levels and provide opportunities for career development respond to requests for support by providing information to team members in order to enable problem resolution, whilst promptly allocating unresolved calls as appropriate share knowledge and experience with other team members to contribute to the overall improvement of team capability and increase productivity