pinpoint
IT Support Engineer
ParentPay Group
Coventry, GBR
Full-time
Mid
Hybrid
Discovered Today
Microsoft Windows 11Microsoft Office 365Microsoft 365 AdminAzure Active DirectoryActive DirectoryVoIP
Free
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Microsoft Windows 11Microsoft Office 365Microsoft 365 Admin
Key Skills for This Role
Microsoft Windows 11Microsoft Office 365Microsoft 365 AdminAzure Active DirectoryActive DirectoryVoIP
Full Job Posting
Key Responsibilities
- Provide technical support on-site or via remote-access systems.
- Monitor and manage your own tickets, ensuring colleagues receive a timely response.
- Identify and ensure long-term resolutions for repetitive incidents.
- Own and respond to Internal IT system related events generated by monitoring systems or customer tickets.
- Support the upskilling of service desk colleagues to enhance first-time resolution rates and encourage effective knowledge sharing.
- Action changes to Internal IT systems in line with departmental improvements, adhering to strict change control processes.
- Support users in the use of computer equipment and software by providing necessary training and advice.
- Escalate incidents where appropriate and in a timely manner, always maintaining ownership of the incident.
- Own, create and maintain detailed documentation of services, processes, and systems.
- Identify, propose and deliver improvements to all IT services, always adhering to change control process.
- Identify gaps in your own knowledge, seeking the training necessary to complete certain tasks.
- Support the IT Support Manager with work on streamlining workloads, improving tooling to constantly improve service and efficiency.
- Support the service desk by taking user support calls and managing incoming incidents and requests.
- Deliver excellent customer service, building and maintaining strong partnerships with our colleagues.
- Complete project related tasks to Internal IT infrastructure and services when requested.
Skills, Knowledge and Expertise
- Experience in supporting end user’s devices, applications, cloud-based services whilst working in an IT Support team.
- Proven experience in a fast-paced environment, providing support to a large user base, both in person and remotely.
- Supporting Microsoft Windows 11 & Mac operating systems.
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