IT Support Engineer

Job Type:
Cloud & Infrastructure
Job reference:
21 days ago

IT Support Engineer

Location: Pollards Wood

Duration: 24-month contract

Rate: £20.50 an hour PAYE

Role Summary:

As an IT Support Engineer, you will be a part of the MyTech Lounge team.

The MyTech Lounges are a site-based 'walk up' service for users to get support for their IT services or devices. You will be based at a desk and provide support to the site location focusing on customer service & prompt incident ticket resolution. Working as part of a team at the MyTech Lounge while being the direct liaison with end users to troubleshoot & resolve their open IT issues.

Essential Responsibilities:

In this role, you will:

  • Act as IT concierge service to provide end users skilled troubleshooting for all their open IT issues.
  • Focal point for customer interaction and support for all local IT issues including client, mobility, wireless, AV, conference room and physical connectivity.
  • Manage on-site inventory of PCs and mobile devices - including lockable storage and the return or receipt of devices to/from a central depot or OEM.
  • Provide support to remote users through the telephone or Skype session - including screen sharing or direct access to the user's machine.
  • Maintain/resolve all open incidents/tasks within ticket queue in a timely manner.
  • Partner with Digital Workplace Solutions Premium Experience Team on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions.
  • On-site hands and eyes support for other IT teams.
  • Ensure all business policies and standards related to client services and IT security and compliance are being met.
  • Drive and deliver a customer service approach for IT support issues for Corporate and on-site clients, using any available tools and resources.
  • Analyse and resolve complex hardware and software issues.
  • Communicate, orally and in writing, technical information to audiences at all levels of the organisation.


  • Bachelor's Degree in Computer Science, Information Management or other technical / IT field OR (a Minimum 1 years of relevant IT work experience)
  • Minimum 1 years of experience with client (PC) technologies and support services.
  • Experience in mission critical IT operations support environments
  • Ability to effectively interface with all levels of the organisation and external customers
  • Experience working in a global organisation
  • Strong listening skills
  • Ability to develop and follow procedures
  • Ability to manage multiple, simultaneous tasks, client relationships and expectations
  • Excellent written and oral communication skills
  • Strong team player - collaborates well with others to solve problems and actively incorporates
  • Effective problem identification and solution skills
  • Proven analytical and organisational ability

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