IT Support Engineer

Job Introduction

IT Support Engineer

Full Time

Up to £25,000

We are looking for a passionate IT support engineer to join our Information Systems team. You will be the forefront of customer services primarily responsible for providing end-user support and maintaining the IT infrastructure.

•    Working Pattern: Office based Monday to Friday.

•    Annual Leave: You will receive 33 days per annum; our holiday year runs from March to February.

•    Additional leave: at 2 years and 5 years’ service.

•    Training Academy: An in-depth induction and welcome programme.

•    Bonuses: A bonus of £1000 every time you successfully refer a friend.

•    Pension: Auto enrolment into our Company pension.

•    Recognition Awards: Our monthly Wilderness Heroes Awards celebrate you and your team’s success.

•    Your Wellbeing: Excellent health and wellbeing benefits via Medicash, including an employee assistance programme; a cash back healthcare plan that offers discounts on optical, dental, and a range of complimentary therapies; 24/7 access to a virtual GP, and other lifestyle apps to support your wellbeing; discounted gym memberships. 

•    Life Assurance: of 2 times annual salary.

•    Discounts: A range of discount schemes with access to savings on high street brands, restaurants, cinemas, and other leisure outlets, including local businesses following feedback from our employees.

Main Responsibilities:

Reporting to our Head of Information Systems our IT Field Support Engineer will be responsible for the day-to-day management of our support ticket system. You provide pragmatic timely solutions to our internal and external partners ensuring resolution and sufficient communication to the end user in a timely manner.

You will also be responsible for: 

•    Providing ongoing Asset Management support with a focus on efficient record keeping and recording of warranties, device location and condition, assignment, and return.  

•    Coordinating the rollout of Cisco Meraki networking devices and protocols across the business, and ongoing maintenance of these. 

•    Maintaining Office 365 and other user software and providing localised support on operation and security principles across the infrastructure. 

•    Reviewing our cross-system ways of working and ensure that features are maximised and streamlined to enhance user experience and remove duplication. 

•    Managing and retrieving our backup libraries, where appropriate, and ensuring that data is securely stored in line with our Data Retention policies and GDPR requirements. 

•    Managing the New Starter process ensuring user accounts and equipment are promptly available for users on their first day. 

•    Proactive maintenance of network security and firewalls to minimise the risk of phishing, malware, and ransomware threats to our systems. 

•    Develop a culture of continuous improvement and review of our processes to ensure they remain fit for purpose for both end users and the business as we continue to expand.

Key Qualities we look for:

You will have a proven track record as an IT Engineer with a strong knowledge of Office 365 Technologies, ITIL practices, and Cisco Meraki Networking; with hands-on experience of cabling and an ability to build excellent relationships with both internal and external stakeholders. You will have a passion for cyber security and be able to spot and mitigate any risk to our networks or systems and strengthen our protocols in these areas. 

With a “can do” attitude you will aim to exceed our colleagues’ expectations in dealing with any service requests and will continuously better your knowledge and our policies and processes through training and research to ensure that you are able to deliver an unrivalled experience for our end-users. 

We have a commitment to safeguarding Children. All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland as we follow safer recruitment processes proof of identity will be required. We are an equal opportunities employer.