Advanced IT Support Team Engineer

What we are looking for

Full-time, Permanent, Salary £32,000 –£37,000 

ROCK’s Advanced Support Team Engineers are a key contributor to ROCK’s Service Management activities, resolving our more complex Service Incidents and Service Requests and high priority tickets for our clients, escalated from the Second Tier Support Desk Engineers, and ensuring that they receive the best possible quality and experience during their interactions with ROCK. 

Our 3rd Tier Advanced Support Team Engineers are responsible for providing our highest level of technical assistance to our clients, for their wide range of infrastructure and systems, using our remote support tools and ticketing system. Whilst impossible to fully define, this would include Server & Workstation support for Microsoft, Apple and Linux based operating systems, Wi-Fi & Networking hardware support, Support and installation of business applications, Vendor Management. The role also has a heavy focus on client communication, ensuring a high level of client satisfaction by ensuring that the client is kept up to date regarding the ticket status at all times. 

Key responsibilities: 

  • Adhering to KPIs and OKRs, ensuring that Service Incidents and Service Requests are resolved within SLA commitments for our clients and with appropriate quality levels 
  • Keeping calm under pressure and Maintaining excellent communication with stakeholders at all levels while taking ownership of and progressing incidents 
  • Maintaining some of the latest and greatest Server, Desktop, and Laptop technology from industry leaders such as Dell, Apple, HP and Microsoft 
  • Network hardware support; including switches, routers and cutting-edge firewalls from the likes of SonicWALL, Cisco, and UniFi 
  • Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365 
  • Support and Installation of line of business applications and bespoke developed software packages 
  • Support and Installation and configuration of printers, scanners, and other peripherals and network equipment 
  • Supporting the Support Desk Lead and Service Delivery Managers to ensure clients have a positive everlasting relationship 
  • Liaising with suppliers and third-party IT companies to gather important information required to complete Support Desk tickets 
  • Updating our internal knowledge management systems with all information gathered or changed during activities 
  • Supporting First Tier Support Desk Engineers and Second Tier Support Desk Engineers through feedback, mentoring and group learning 

Essential skills

  • 4+ years in an IT engineer role is recommended, though personal experience and technical knowledge is more valuable 
  • Excellent technical knowledge surrounding IT infrastructures and technologies 
  • Excellent client communication and documentation skills in English 
  • Strong organisational skills and ability to manage complex workloads and multiple priorities 
  • Excellent time and workload management skills with strong focus on attention to detail 
  • Confident, ambitious and energetic with a persuasive manner and the ability to use your initiative 

Desirable skills

  • Experience of working within a Managed Service environment would be a distinct advantage 
  • Any Microsoft Certified Professional qualification would be beneficial but not essential 

Benefits to shout about

  • Flexible working approach – Remote, hybrid or office-based
  • 25 days annual leave plus bank holidays
  • Enhanced Sickness Scheme
  • Employee Referral Programme
  • Annual well-being allowance
  • Award-winning ROCKstar culture

Application

Do you have what it takes to be part of the winning team?

Benefits

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Fancy a break? We offer 25 days holiday and bank holidays on top. We also offer a holiday exchange where employees can buy and sell holidays.

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We offer flexible working hours, and all our employees can take advantage of working from home each week, whilst certain teams are able to work from home full time.

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Our employees are at the heart of everything we do. We offer a wellbeing allowance each year to be utilised on activities that promote mental and physical wellbeing, in addition to a Cycle to Work scheme.

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We offer market-leading training for all of our employees; especially our sales and IT training programmes, which offer particular opportunities to develop skills and progress within the organisation.

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We are unique. Our award-winning culture is employee centric, with exciting cash and bonus incentives, events and team bonding ever present.

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We offer a pension with a market-leading provider; a company sick pay programme including income protection and death in service payment.

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A large number of our team are involved in community initiatives, using work time to make a positive impact on our people, communities and the planet.

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"ROCKstars" is our unique approach to having fun and this is a huge part of our success. We celebrate as many events and occasions as possible and this creates an electric working environment. 

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Promotion and pay is critically important to us. In 2021-2022 our salaries increased by an average of 17.77% and 78% of people were promoted within the first 12 months of starting at ROCK.

© 2022 ROCK. All rights reserved.

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