Associate Support Engineer (on-site)
Associate Support Engineer (on-site)
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Job Description
Local Support Engineer plays a critical role in ensuring seamless technology experiences for employees across the organisation. We are seeking a Associate Support Engineer to provide 2nd and 3rd technical support across a range of systems and applications. You will play a key role in ensuring the reliability of the tools and devices our people use every day whether through remote troubleshooting or in-person local support.
This role requires strong problem-solving skills ownership of issue resolution and the ability to collaborate effectively across teams.
Key Responsibilities
- Provide onsite support for end-user IT equipment including Apple Mac devices troubleshooting hardware and software issues and managing IT equipment inventory.
- Perform remote support for client computer setup standard software installation/uninstallation and hardware operating system and software issue resolution across Windows and macOS platforms.
- Support office IT equipment such as network devices Teams conference rooms printers projectors and screens.
- Assist in deploying new applications services and software updates to ensure office infrastructure security and compliance.
- Maintain a high level of information security in collaboration with the SOC team for hardware files and users.
- Take ownership of assigned tickets ensuring timely resolution and adherence to SLAs with proper documentation and logging.
- Provide exceptional customer service through various channels including in-person phone Teams email and ticket systems.
- Perform device configuration patching imaging and user onboarding for secure setups including macOS device enrollment and configuration via MDM tools (e.g. Jamf Intune).
- Support video conferencing systems mobile devices and office networks across multiple platforms.
- Troubleshoot complex or persistent issues engaging third-line support when necessary.
- Collaborate on local IT projects system rollouts and user environment changes.
- Contribute to knowledge base articles and documentation to enhance internal knowledge sharing.
- Occasionally travel within the region to provide IT support.
Core Competencies & Skills
- Technical Troubleshooting Confident diagnosing and resolving a range of user hardware software and access issues on Windows and macOS.
- macOS Expertise Familiarity with macOS system administration including user account management software installation and troubleshooting common Mac-specific issues.
- Ownership & Accountability Takes responsibility for resolving issues and providing clear updates throughout.
- Communication Explains technical concepts clearly to non-technical users updates tickets with clarity and precision.
- Adaptability Able to manage changing priorities and support users in different locations or time zones.
- Process Awareness Understands and follows service processes including escalation paths and documentation standards.
- Collaboration Builds strong working relationships with IT colleagues and contributes to shared support goals.
Qualifications :
- Bachelors degree in Information Technology Computer Science or a related field or equivalent practical experience.
- Demonstratable professional experience in IT support providing remote and onsite assistance.
- Proficiency in Windows macOS mobile platforms and Office 365 support.
- Familiarity with ticketing systems such as ServiceNow or Jira Service Management.
- Solid understanding of ITIL service management practices and processes.
- Apple certifications such as:
- Apple Certified Support Professional (ACSP) preferred.
- Apple Certified IT Professional (ACiT) a plus.
- Experience with macOS device management tools (e.g. Jamf Pro Microsoft Intune or Apple Business Manager).
- Relevant certifications (e.g. Microsoft Certified: Modern Desktop Administrator Associate CompTIA A ITIL Foundation) are preferred.
- Strong written and spoken English skills with effective business communication abilities.
- Experience working with a global customer base is advantageous.
- Ability to thrive in fast-paced dynamic environments.
- Demonstrated professionalism and a service-oriented mindset.
- Capable of independent work and collaboration in team settings with excellent interpersonal skills
- Must be able to work on-site 5 days a week from Bourne House Lotus Park The Causeway Staines-Upon-Thames.
Additional Information :
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
