IT Support Engineer
Company description
Innovec provide IT support and services across Central Scotland.
For over 17 years, we have supported businesses in all industries, from startups to 300\+ employees. Like many of our customers, we continue to grow by investing in what we value – our customers, our team, our partners, and our local community.
Job description
We require an IT Support Engineer to join our growing team and help shape the next phase our business. *This role is based at our office in Dundonald, Ayrshire*. Supporting over 200 customers across Scotland, mainly throughout Ayrshire and Glasgow, Innovec specialise not only in keeping business technology working, but helping our customers to get more from their IT set\-up.
Due to continuing expansion we need someone who can hit the ground running, with a minimum two years’ experience in an IT Support environment, and capable of handling typical calls regarding desktop, server or network support in a busy MSP environment.
Customer service is paramount, and our business has been built by establishing long\-term relationships with our customers. As such, we require someone with excellent communication skills, and the initiative to create innovative solutions for customers, both via remote support, and field\-based service.
In addition to customer support, this is a great opportunity for someone who is keen to contribute to the continuous improvement of our internal systems and processes. We believe that IT is a perpetual learning environment and we encourage education, knowledge\-sharing, interaction and collaboration throughout the business to ensure we continually evolve our offering and deliver the exceptional service our customers have come to expect.
Reporting to our Support Team Leader you will agree a personal training plan and have allocated training time to ensure you maintain industry leading qualifications. These qualifications alongside your proactive attitude to self\-development will ensure you are able to deliver great customer service.
The ideal person will have a proactive and flexible approach to work and will have a passion for IT. You will be keen to develop your own skills and above all deliver great solutions and superb service to our Customers. This is a diverse role with plenty of scope to develop and grow with the company.
The Role
Resolving support calls and emails in a professional manner in line with service level agreements
Field support
Updating support and documentation systems with ticket details
Performing remote maintenance and keeping logs updated
Setting up new devices and systems
Based at our office in Dundonald KA2 9AE though some home working may be required
Staggered 8\-hour shifts between 8am to 6pm Monday to Friday
Participate in on call and out of hours rota
28 Days holiday per year, rising to 33 days with long service
Salary £27k \- £30k \- Depending on experience
The person
You will be educated to at least HND or equivalent in a computing subject.
Experience of IT support in an MSP environment
Ability to demonstrate your passion and enthusiasm for Technical support.
You will be able to work under pressure and be able to use your initiative as well as working collaboratively as part of a team.
Have a highly professional and friendly telephone manner
Ability to multitask and prioritise multiple support cases
Confident to work alone at a customer site
Skills and Product Experience Required
Windows Server and Desktops
Microsoft 365 products
Security software and tools
VoIP
Networking, VPN and Remote Access systems
Requirements
Minimum 2 years experience in an IT Helpdesk environment
Job Types: Full\-time, Permanent
Pay: £27,000\.00\-£30,000\.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Gym membership
- On\-site parking
- Private medical insurance
- Dundonald KA2 9AE: reliably commute or plan to relocate before starting work (required)
- IT Helpdesk: 2 years (preferred)
- English (required)
- United Kingdom (required)
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