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Background:

Customers are at the heart of everything we do, they ultimately fuel our business so we must always have them in mind to better understand how to evolve. Therefore, to achieve our ambition in inspiring everyone to get outdoors and enjoy an exceptional fishing experience, we are committing to be Europe’s first choice omni-channel fishing tackle destination, for all anglers regardless of experience or ability.

Job Purpose / Overview:

The IT Support engineer is responsible for providing 1

and 2 line support to all IT/Technology users across the Angling Direct domain. Support is provided via a central Service Desk, utilising simple Service Management principals, and working towards existing SLA’s and KPI’s.

Our core End User environment is primarily Microsoft based, both in terms of the Desktop and associated Applications.

This role is based at our headquarters in Rackheath, Norwich.

Role Responsibilities:

• Responding to all calls from customers and ensuring these are answered, fixed or logged within agreed service levels.
• Providing regular updates of status on service availability and open incidents.
• Providing 1
  st
  and 2
  nd
  line support throughout the full lifecycle of all incidents and requests. Escalating when appropriate and ensuring the customer is kept up to date with progress.
• Build and installing computer hardware, software and peripherals in accordance with agreed service levels.
• Monitoring IT services.
• Managing New Starters and Leaver requests.
• Responding in a timely manner to service issues and requests
• Providing technical support across the company (this may be in person or over the phone)
• Liaise and work closely with the IT department to ensure quality and delivery of service.
• Partake in continual personal and professional development to stay up to date with technology.

What we are ideally looking for:

• Experience in a 1
  st
  or 2
  nd
  line support role
• Experience in a customer facing technical role
• Experience of working to individual and team SLA’s/KPI’s
• Working knowledge of Windows 10 & 11, Office 365.
• Excellent communication skills.
• Ability to work independently, or as a team.
• A positive approach to problem solving.
• A passion for learning new things.
• Good time management, prioritisation & organisational skills.
• Has a can-do attitude, and displays a positive attitude to challenges.

Our Rewards:

• Market competitive salaries.
• Company pension scheme to help you plan for your future.
• Life assurance.
• A subscription to our company benefits and discount scheme.

Why us ?

• We invest for the long term, providing fantastic careers for our colleagues and the best software and services to meet the needs of our business now and in the future.
• We are flexible and we embrace change of which technology is a leading force.

Do you want to join a Company that’s innovative, dynamic and built on entrepreneurial spirit and enthusiasm, where you will receive competitive pay, support and encouragement to reach your full potential in a great working environment ? If so, then apply now !