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

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

The Successful Applicant

Education: Bachelor's degree in information technology (or similar) with CISSP, ITIL, AWS or MCSE style qualifications highly preferred.
Experience: 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.
Skills: 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.
6. Communication Skills: Ability to provide clear, friendly, and effective support to users with varying levels of technical expertise.
7. Documentation Skills: Competence in documenting issues, resolutions, and processes for future reference and training.
8. Problem-Solving Skills: Ability to analyze problems logically and develop effective solutions quickly.
9. Prioritization: Skill in managing multiple issues simultaneously and prioritizing tasks based on urgency and impact.
10. Interpersonal Skills: Ability to work effectively with other IT team members and departments.
11. Training Ability: Capacity to educate users on best practices and effective use of technology.
12. Adaptability: Willingness to learn new technologies and adapt to changing environments and tools.
13. Flexibility: Ability to handle unexpected issues and shifts in priorities.
14. Security Awareness: Understanding of security best practices and awareness of potential threats to systems and data.
15. Tools and Software: Experience with IT service management tools (e.g., Jira, ServiceNow) for tracking user issues and resolutions.
16. Remote Support Tools: Familiarity with remote desktop support software (e.g., TeamViewer, AnyDesk) to assist users remotely.