IT Support Engineer

Roles and Responsibilities

Our client is a prominent portfolio company of a respected family office, dedicated to investing in high-potential technology startups and innovation projects.

Job Description

• Perform installations, modifications and repairs of computer hardware and software systems.
• Address and troubleshoot staff-generated L1 technical issues and process problems.
• Regularly test and optimise system functionality, including conducting ad-hoc benchmarking requests and making recommendations to improve performance and efficiency.
• Assist with network design, software installation and ensure compatibility with existing systems.
• Consult with users on their IT needs, place orders and train/demo them on new software using relevant methods.
• Document updates, inventory and stay up to date with the latest technological advancements through workshops and professional societies.

The Successful Applicant

• Bachelor's degree in information technology (or similar) with CISSP, ITIL, AWS or MCSE style qualifications highly preferred.
• A minimum of 5 years experience as an IT Support Engineer ideally with apple products, covering network/systems security, access controls and general IT support with mid-to-large size organisations.
• Exceptional communication and interpersonal skills, supporting staff in a calm and diplomatic manner.
• A technology savvy individual with an inquisitive mindset, a self-learner and always actively seeking opportunities to try and test innovative developments in the industry.
• Ability to thrive in a high-pressure environment, responding to requests and issues at pace.

What's on Offer

• Attractive, tax-free salary.
• Significant exposure to senior leaders and a diverse range of cutting-edge technology projects.

Desired Candidate Profile

1. Troubleshooting: Strong ability to diagnose and resolve hardware and software issues across various devices and platforms.
2. Networking Knowledge: Understanding of networking concepts, protocols (TCP/IP, DNS, DHCP), and troubleshooting network-related problems.
3. Operating Systems: Proficiency in supporting multiple operating systems (Windows, macOS, Linux).
4. Hardware Knowledge: Familiarity with computer components, peripherals, and installation procedures.
5. Software Proficiency: Experience with common software applications and tools, including productivity software and collaboration tools.

Communication Skills

1. Customer Service Orientation: Ability to provide clear, friendly, and effective support to users with varying levels of technical expertise.
2. Documentation Skills: Competence in documenting issues, resolutions, and processes for future reference and training.

Problem-Solving Skills

1. Analytical Thinking: Ability to analyze problems logically and develop effective solutions quickly.
2. Prioritization: Skill in managing multiple issues simultaneously and prioritizing tasks based on urgency and impact.

Interpersonal Skills

1. Team Collaboration: Ability to work effectively with other IT team members and departments.
2. Training Ability: Capacity to educate users on best practices and effective use of technology.

Adaptability

1. Learning Agility: Willingness to learn new technologies and adapt to changing environments and tools.
2. Flexibility: Ability to handle unexpected issues and shifts in priorities.

Security Awareness

1. Cybersecurity Knowledge: Understanding of security best practices and awareness of potential threats to systems and data.

Tools and Software

1. Ticketing Systems: Experience with IT service management tools (e.g., Jira, ServiceNow) for tracking user issues and resolutions.
2. Remote Support Tools: Familiarity with remote desktop support software (e.g., TeamViewer, AnyDesk) to assist users remotely.