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Onsite IT Support Engineer

At Air IT we believe it’s in everyone's interests to work flexibly. That's why we have introduced a 4 day week (compressed hours) or 9 day fortnight in addition to a standard 5 day 37.5 hour week. All three options are available to joiners at Air IT.

We’re Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.

We’ve grown a lot since our beginning back in 2005. We’re proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to have been recognised with a range of regional, national and industry awards for growth, innovation, dedication and success throughout our journey.

Working across all industry sectors, we provide our clients with the IT support and maintenance they need to run a fully functioning, efficient IT department. With a fantastic team of skilled professionals who are experts in their specialist fields, we deliver cutting edge end-to-end solutions, ensuring customer satisfaction time and time again and we’ve got the awards to prove it.

We are looking for an IT Support Engineer to be part of the Air IT team, based permanently at a client site.

The IT Support Engineer will play an important role in ensuring the provision of high-quality technical support and timely customer service for one of our major clients. This is a hands-on multi-disciplined technical role ensuring an effective and efficient service.

The Role

As an Onsite Support Engineer, you’ll be responsible for being the face of Air IT at our client site, providing a wide range and varied level of support, ensuring client requests are handled quickly and efficiently.

Working onsite with the support of management and the service desk team in London you’ll be effectively prioritising tickets to ensure technical queries are resolved quickly and the customer remain satisfied.

Day-to-day, you will:

• Provide deskside and remote IT support to the business user base including Triaging, prioritisation, escalation, and actioning of support requests.
• Perform daily, weekly and monthly system check processes.
• Manage service & security incidents to agreed processes, adhering to SLA’s, meeting required KPIs and fulfilling the escalation process to other Teams and IT Management.
• Administering Active Directory and Office 365.
• Monitor system and infrastructure availability and performance.
• Assist in the maintenance and distribution of software packages and operating systems, manual and automated.
• Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
• Create and update technical documentation and knowledge base articles.
• Setup and management of Android/iOS Mobile Phones via MDM solution.
• Own and contributing to ongoing IT Continuous Improvement Projects.
• Driving between client sites to fulfil incident and service requests.

What we’re looking for:

• Demonstrable user and system support experience.
• Have excellent communication skills both written and verbally.
• Excellent customer support and customer relation skills.
• Ability to effectively self-manage time and prioritise support tickets based on type and severity of reported incident.
• Windows Server and Desktop operating systems.
• Excellent knowledge of Active Directory.
• Solid knowledge of Microsoft Office 365 management.
• To be able to follow processes and adhere to procedures/policies.

The Benefits

• Attractive remuneration packages
• Flexible, hybrid working
• 25 days annual leave + bank holidays with the option to buy and sell up to 5 days
• Private medical insurance or the option to buy into scheme.
• Free flu jabs
• Tiered pension
• Perks including quarterly and annual staff awards, funded social events, referral bonuses
• Excellent learning and development opportunities
• Green travel scheme
• Technology vouchers

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.