Senior IT Support Engineer

Job Description

As a Senior IT Support Engineer at Onecom, youll provide high-level technical support across the company, ensuring exceptional customer service at all times to internal stakeholders. Youll manage and resolve service incidents, support various IT products and services, and contribute to long-term IT planning for Internal IT. What makes you a great fit: Extensive technical knowledge and experience of IT environments Strong understanding of data connectivity solutions Ability to provide advice to non-technical customers Experience supporting to SLAs ITIL experience or qualification (desirable) Strong interpersonal and communication skills Outstanding attention to detail and accuracy Adaptability and initiative Ability to work to deadlines and prioritise workload Proactive approach Commitment to professional and personal development Enjoy sharing skill-based knowledge and networking Enthusiastic, analytical, creative, innovative, and confident Reliable, flexible, and cooperative Ability to liaise with customers empathetically and effectively Team player contributing to the success of the Service Desk and organisational objectives Key responsibilities: Manage, troubleshoot, and resolve service incidents across IT and WAN products and services Configure and support servers, network infrastructure, desktops, software, and data connectivity Use remote management solutions to resolve service incidents Deliver high levels of customer satisfaction Proactively use service boards to prioritise workflow Provide regular communication and support to customers via email, telephone, and service tickets Communicate with carriers and suppliers to raise and escalate support queries Ensure customer information is tracked and updated in the company system Support and maintain relationships with internal teams Manage the onboarding of new customers in line with company processes Assist with testing applications and new technologies Mentor and train support engineers Monitor systems for alerts Manage communication between customers and third parties Ensure SLAs are adhered to Proactively update and monitor existing IT systems Participate in technical projects for deployments and upgrades Perform any other duties as required by the line manager Perks for our People: Holidays : 18 days annual leave, + 6 public holidays Other Leave : 7 days casual leave, 7 days sick leave Development : In-House Training Academy Wellbeing : Mental Health support, free breakfast & fresh fruit