Overview

System Support Engineer (London & Gatwick) — William Reed Ltd

Full-time – permanent. The successful candidate will work from our London and Gatwick offices within the IT Operations team, reporting directly to the System Support Manager. You will be responsible for dealing with technical support requests from all users within the business, liaising with other System Support Engineers and assisting with the maintenance and security of our network. You will triage, troubleshoot and direct requests within our ticketing system.

What you’ll be doing

• Providing 1st line support to help users resolve technical issues with their computers (hardware and software) and ensuring requests are handled effectively and efficiently
• Liaising directly with end users to resolve problems and maximise user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them, escalate to another Engineer, or direct to another team
• Logging technical support requests via telephone or email
• Using remote control tools to assist end users as required
• Adhering to the Service Level Agreement provided to the Business
• Inducting new starters and providing them with an introduction and overview of our systems
• Documenting systems and procedures as implemented for the Business
• Collaborating across teams and within projects when resources are required
• Occasionally travelling to other UK offices and onsite events to provide support as needed

Requirements

• Previous experience in an office-based role (IT or Tech Support-related experience is desirable but not essential)
• Experience troubleshooting software (Windows 10 and/or 11) and hardware fault diagnosis is desirable
• Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint); Microsoft 365 experience highly desirable
• Ability to demonstrate knowledge of Windows 10 and Mac OS X; Mac experience desirable
• Knowledge of GDPR is highly desirable
• Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
• Strong administrative skills with great attention to detail
• Enthusiastic, self-motivated and proactive with strong teamwork and communication skills (written and verbal)
• Strong interpersonal skills to build positive relationships with internal and external stakeholders and support colleagues
• Calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible
• Ability to use own initiative, think critically and know when to seek guidance or escalate a problem
• A passion for exploration and learning of new tools and technologies
• Willingness to travel to other UK offices and onsite events as required

Benefits and Other Information

• 25 days annual leave plus bank holidays, increasing with years of service
• Additional MeDay for birthday or cultural celebration
• Volunteer day for charitable contributions
• Hybrid working opportunity
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits (healthcare plan, EAP, Virtual GP, wellbeing resources)
• Cycle to Work Scheme
• Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance. William Reed is a stable organisation dedicated to developing its employees and brands. We welcome applicants from all backgrounds and characteristics and offer support to those who need it during the application process.

Seniority level intended: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: Book and Periodical Publishing