IT Support Engineer

Amentum; Derby; Hybrid; GBP 25,000 - 45,000; Full time

Job description

We'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. We offer an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities.

People are our greatest asset, and we offer a competitive package to retain and attract the best talent.

In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.

Work-life balance and flexibility is a key focus area for us. We're happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.

About the Role

We are looking for a motivated and customer-focused IT Support professional to join our IT team. You will be responsible for providing high-quality technical support to your Team along with end users, ensuring that problems are diagnosed and resolved efficiently.

Key responsibilities include:

Networks Support:

• Troubleshoot WAN and LAN issues
• Monitor LAN and WAN performance
• LAN upgrade and patching

Incident Management:

• Assist with IT support queries via phone, email, and ticketing systems.
• Log, categorize, and prioritize incidents and service requests in the helpdesk system.
• Provide initial troubleshooting and technical support for hardware and software issues.
• Resolve common IT issues, including but not limited to, network connectivity, email, software applications, hardware malfunctions, and operating system problems.

Customer Support:

• Deliver excellent customer service to internal users, ensuring a professional, polite, and clear communication style.
• Assist users with password resets, software installation, and general IT inquiries.
• Maintain an effective, friendly, and approachable demeanor while troubleshooting technical issues.

Escalation & Collaboration:

• Escalate unresolved or complex issues to the wider support teams.
• Work closely with other Team members to ensure timely resolution of technical issues.

Documentation & Knowledge Management:

• Update and maintain internal Asset Database, support documentation, procedures, and troubleshooting guides.
• Monitor IT systems and infrastructure for performance and availability, logging incidents and/or escalating issues as necessary.
• Assist in routine Site and system checks along with other maintenance tasks.

Here's What You'll Need:

Technical Skills:

• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Knowledge of IT systems, hardware, and software.
• Familiarity with Microsoft Office Suite, Windows OS, Active Directory.
• Experience with ticketing systems and helpdesk software.

Soft Skills:

• Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical users.
• Strong problem-solving abilities and attention to detail.
• A proactive, customer-oriented approach to work.
• Ability to work under pressure and prioritize tasks effectively.

Experience:

• Previous experience in a Networks and IT support role is preferred.
• Currently hold SC Clearance or be able to obtain it.

Our Culture:

Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business, and we genuinely believe that we all succeed by supporting one another through our culture of caring. We value positive mental health and a sense of belonging for all employees.

We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centered on inclusion and diversity.

We partner with VERCIDA to help us attract and retain diverse talent. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.