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Job description

The role of Junior IT Support Engineer to help administer our Microsoft 365 environment and support some on-premises hardware whilst providing first line support to the company employees. This can include installing both hardware, software, and user administration, and responding to user issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· The candidate with be expected to work 3 to 4 days from the Sunderland office.

· Responding to user enquiries and technical issues via various channels such as phone, email, or service desk.

· Providing technical assistance and troubleshooting for hardware, software, network, and other IT-related problems.

· Logging and tracking support tickets or incidents using a service desk system.

· Diagnosing and resolving basic technical issues or escalating complex problems to higher-level support or appropriate teams.

· Assisting with user account management, including password resets and access permissions.

· Installing, configuring, and updating software applications and operating systems.

· Conducting basic hardware and software maintenance tasks, such as updates and patches.

· Assisting in the setup and configuration of computer equipment for new employees.

· Maintaining documentation of IT procedures, solutions for future reference.

· Providing excellent customer service by ensuring timely resolutions of technical issues.

Supervisory/Management Responsibilities:

This position has no direct supervisory responsibility for others.

QUALIFICATIONS AND EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

A successful candidate will demonstrate:

· at least 1+ years of experience working in a first line support role.

· experience in working inside a busy environment would be advantageous.

· Throughout the company we use Microsoft 365 for communication, documentation, and emails,

· We are a company of around 500 users in the UK\EU so having experience to be able to adapt to many diversities would make it easier to adapt to the culture of the company.

· Hardware and Software support will take up most of the time of the candidate, so having some experience would help resolve issues in a timely manner.

Desired experience:

· experience with Administration and troubleshooting with Microsoft 365, Windows OS 10\11.

· remote tools, such as Atera (RMM) and RemotePC (RDP), having worked with one of these tools would be advantageous

Minimum Qualifications:

· No formal qualifications are required but it is important that you have some relevant technical and service desk experience.

Preferred Qualifications:

· Up-to-date Microsoft accredited qualifications (Preferred)

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Sick pay

Flexible Language Requirement:

• English not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Commission pay
• Performance bonus
• Tips
• Yearly bonus

Ability to commute/relocate:

• Sunderland: reliably commute or plan to relocate before starting work (required)

Experience:

• Supply chain (preferred)

Work Location: In person

Reference ID: ROKSHAWSP