IT Support Site Engineer

Overview

The IT Site Engineer will provide 1st, 2nd and some 3rd line support to all of our customers. The successful candidate will have a pro-active attitude and an aptitude for working with applications/systems to undertake the correct analysis, prioritisation and diagnosis, leading to the swift resolution of every issue raised. Ensuring that the customer is kept informed and advised will also be important. There will be some administrative duties and tasks to be undertaken by this role on site at multiple office locations.

Responsibilities

Key responsibilities:

• Act as the main point of contact for central IT (helpdesk, infrastructure, management) for all issues and requests that require physical attendance and cannot be dealt with remotely.
• Receive logged incidents or requests from the Service Desk and deal with these accordingly.
• Supplement the helpdesk team by being an available agent on the helpdesk when not attending to issues that require physical attendance.
• Manage local consumable stocks.
• Work closely with central teams to ensure a high level of service is maintained.
• Prioritise all incidents correctly so that those of greater impact to the business are dealt with first.
• Identify trends and create Problem Records to resolve.
• Plan request fulfilment into the working day, considering customers’ requirements and availability.
• Configuration and provision of new hardware.
• Liaise with the Service Desk to ensure that all SLA’s are met and provide information to the customer should a breach happen.
• Escalate to the Regional Support Supervisor any tickets that are close to their SLA or cannot be resolved.
• Ensure that all tickets are updated fully in the ITSM tool and that customer details are checked and amended where needed.
• Provide 1st and 2nd line support – troubleshooting business applications, shared applications, hardware, mobile, telecoms and printers.
• Troubleshoot network issues and patch cabling correctly to minimize customer interruption.
• Keep an accurate record of all company IT assets within the ITSM and record all issues/fixes against the correct item.
• Maintain a high degree of customer service for all on-site support queries.
• Publish solutions to problems within the ITSM to proactively share information.
• Administer AD – ensuring compliance with all company policies.
• Provide project support and deployment as required.
• Liaise with 3rd party vendors, ensuring adherence to specified SLA’s and escalate where they are about to fail.
• Perform any other reasonable task as required by the IT management team.

Essential & Desirable Criteria

Skill/experience requirements:

• Excellent communication skills, telephone manner and face-to-face - essential.
• Excellent organisational and prioritisation skills.
• Full UK Driving License (must be willing to travel).
• 2 years previous IT support experience required.
• Previous experience in an autonomous role would be beneficial.
• Incident Management experience – managing incidents through to resolution with an appreciation of business impact and effective communication.
• Experience of AD administration.
• Experience of WIN 8/10/11.
• Experience of Office 2013/2016/O365.
• Experience of Server 2012/2016/2019.
• Application deployment via SCCM 2016.
• Experience with using and troubleshooting 2016/O365 within a corporate environment.
• Experience of administering Exchange 2016/O365.
• Experience of using and troubleshooting Filesite (Worksite) in a legal firm environment.
• A self-motivated, pro-active individual who gains satisfaction from delivering customer-focused services.

Qualifications:

• ITIL V4 Foundation qualification (or willing to attend the course and sit exam) – essential.
• CompTIA A+.
• CompTIA Network +.

At our firm, Diversity, Equity and Inclusion is a priority and at the heart of everything we do. We actively want to attract a diverse workforce and welcome applications from everyone, from all backgrounds. We are committed to promoting an inclusive culture where everyone can be their full selves and experience being seen and heard. You can find out more about our firm’s commitment, initiatives and Pennclusion committees here.

We ensure that there are equal opportunities and treatment for all job applicants and employees, at all stages of the recruitment process and employment, regardless of age, gender reassignment, marriage or civil partnership, pregnancy and maternity, disability, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, gender identity, gender expression and social background. We aim to provide adjustments for people who have a disability, long-term health condition (including mental health) or neurodiversity. If you would like to request an adjustment, please contact sam.austin@penningtonslaw.com.