Technical Support Engineer

Emerald Publishing; Leeds; Remote; GBP 29,000 - 30,000

Job description

Department: Technology

Location: Remote first, UK

Compensation: circa £ 29,750

Description: We are looking for a Technical Support Engineer to join our in-house Technology team, in order to support internal customers across the globe.

The successful candidate will manage a busy workload through prioritisation and exceptional communication and, most importantly, thrive in a fast-paced and dynamic environment where you will be providing support across a diverse range of technologies, products and IT services.

You will work as part of the IT Operations Team, supporting customers via remote support technologies, email and in-person. You will record, diagnose and resolve technical support issues as well as perform routine maintenance, process service requests, and lead projects, amongst other IT responsibilities.

Location: Due to the role requiring being on-call and sometimes needing to provide support in the office at short notice, we can't proceed with candidates who live more than 20 miles from Leeds. We also meet once a month for team time and quarterly for company get-togethers in our Leeds office.

About our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the 'perfect candidate' – we encourage everyone who is truly excited about our mission to apply.

Day to day we’ll trust you to:

1. Support: Help our internal customers worldwide with their tech issues via remote support, email, and in-person.
2. Troubleshoot: Diagnose and fix technical problems, perform routine maintenance, and handle service requests.
3. Lead Projects: Lead exciting IT projects and develop your specialist skills.
4. Look after Customers: Ensure our customers are happy and satisfied with our services.
5. Manage Onboarding/Offboarding: Manage IT onboarding for new starters and offboarding for leavers.
6. Provide Device Support: Provide onsite and remote support for laptops (Windows and Mac OS) and mobile devices (iOS).
7. Create Documentation: Document new technologies and services for the team.
8. Think of Service Improvement: Highlight possible service improvements.
9. Provide Out of Hours Support: Provide out-of-hours support, including participation in an on-call/stand-by rota.
10. Follow Compliance: Follow, update, and adhere to all set policies, processes, and procedures.

You’ll need to have:

1. An Understanding of Service Desk: You've worked in a second-line support role before and used IT Service Management tools.
2. Initiative: You manage your workload effectively and work independently.
3. Customer Focus: You go the extra mile to deliver excellent customer service.
4. Tech Skills: You know your way around Microsoft Office 365, Windows 10 and 11, laptops (Windows and Mac OS), mobile devices (iOS), and Active Directory/Azure Active Directory/Entra ID.
5. Detail-Oriented: You have a keen eye for detail and experience in asset management.
6. Documentation: You can create easy-to-follow internal and customer-facing knowledge articles.
7. Passion for Learning: You're eager to learn new systems and technologies.
8. ITIL Knowledge: Familiarity with ITIL service management is a plus.
9. Bonus Skills: Experience with Microsoft Intune, Autopilot, FreshService ITSM, website support, vendor management, information security, GDPR processes, PowerShell/scripting, and project management is a big plus!

What’s in it for you? At Emerald, we value our people. Becoming a part of our team means you'll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You'll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays), remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at [e-mail] and let us know.