Service Support Engineer

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Description

A service support engineer is responsible for providing 1st and 2nd level IT support, ensuring that incidents and outages are minimised and an excellent standard of service is delivered to meet business requirements. We encourage face-to-face interactions with our users to ensure a quick response, high-quality support, advice and guidance on best practice.

You will be encouraged and expected to engage, build relationships, and work closely with all other Operational and Engineering teams in order to develop new and specialised skills. We promote internal secondments and joint projects, encouraging cooperation and mentorship across and beyond our department. We expect you to take charge of your career working with your manager to create a career development plan with practical and achievable activities/milestones and make active progress towards those milestones.

This role includes providing on-call and out-of-hours work during weekday evenings and weekends on a rotating shift pattern.

Key Responsibilities will include:

Responding, logging, and resolving IT Service incidents and requests over via phone, email or chat

User Access and Account administration, training and onboarding

IT asset and stock management

Hardware, software and application support (Windows, MacOS, ChromeOS, mobiles and printers, etc)

Prioritisation of issues and delivery of solutions in a timely manner while keeping customers informed

Ensuring that the leadership team is informed and aware of critical issues and escalations

Creating documentation, maintaining, and contributing to a shared knowledge base

Supporting Audio Visual equipment and event setup

Proposing and implement improvement plans and changes

Developing a thorough understanding of the business, digital and print production processes

Requirements

Experience within an IT Support / helpdesk environment

Strong troubleshooting and problem-solving skills

Excellent customer service and interpersonal skills

Ability to learn new systems and processes quickly

Challenges self to go above and beyond

Able to work as part of a large and diverse team

Excellent verbal and written communication skills

Ability to work under pressure and to tight deadlines

Desirable (but not essential)

Desktop, network and hardware support experience

Audiovisual equipment support experience

Experience working in ITIL and/or Agile environments

Mac / Chrome OS Experience

GSuite Experience

Use of a Service Management tool (eg. Jira Service Desk)

Benefits

The Telegraph supports flexible working, per your line manager's agreement.

A range of excellent benefits; including on-site gym, massages, GPs and more.

In-role development and access to formal development.

Opportunity to volunteer and other community initiatives, such as Women in Tech Not Just Code, Telegraph Engineering and awards.

The Telegraph's goal is to foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds.

We are an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.