Job listings featured here have been automatically populated from the Job Centre Isle of Man. Locate Isle of Man are not responsible for managing this job feed. Please direct any enquiries to the Job Centre.
Support Engineer
- To be advised
- Permanent, Full Time
- Closing in 54 days
- Search and Select Recruitment Agency
Our client is seeking a Support Engineer to join their team. You will independently support residential and business clients by managing technical issues across desktop, network, cloud, and voice services. Reporting to the IT Support Engineers Team Leader, your role involves actively troubleshooting and contributing to systems enhancement. You'll be expected to handle escalations with greater autonomy and collaborate on team improvements.
Key Responsibilities:
Independently provide technical support, managing customer issues from initial inquiry to resolution.
Maintain detailed records and documentation for each case, ensuring the escalation process is used only when necessary for unresolved issues.
Ensure customer satisfaction by communicating progress on ticket resolutions and maintaining a professional demeanour in all client interactions, whether remote or in person.
Take proactive steps to address potential issues by monitoring systems for recurring problems and providing feedback on service improvements.
Support and maintain network infrastructure by configuring, monitoring, and troubleshooting network equipment (e.g. switches, routers, wireless access points).
Administer Active Directory and domain support, including user account setup and permissions adjustments as per company policies.
Conduct and document routine system maintenance checks, security audits, and reliability improvements in collaboration with the broader team.
Undertake technical support for installation and migration projects, handling both initial setup and post-installation troubleshooting.
Document and execute tasks for deploying hardware and software, coordinating with clients and internal teams to ensure smooth transitions and minimal downtime.
Ensure all work is documented within tickets and other records, noting specific steps, resolution details, and any further actions.
Review and improve documentation related to support tasks, encouraging adherence to updated standards within the team.
Conduct post-resolution testing and verification with clients to confirm issue resolution and ensure high-quality standards.
Contribute to refining team processes by documenting and sharing insights on effective troubleshooting methods and solutions.
Proactively suggest system and process improvements, such as evaluating new tools or methods that enhance support quality and efficiency.
Participate in training and mentoring new team members, sharing best practices and contributing to a collaborative learning environment.
Ensure strict adherence to company IT security policies and compliance requirements, actively participating in efforts to maintain and improve security standards.
Conduct basic security checks as part of support tasks, identifying and addressing potential vulnerabilities.
Key Skills & Experience:
2-3 years as an IT Engineer, ideally with responsibilities requiring independent decision-making.
CompTIA A+, Network+, Microsoft Certified Professional (MCP) or equivalent.
Advanced troubleshooting for hardware/software, strong understanding of network protocols, and proficiency with Active Directory.
Ability to communicate technical issues clearly to non-technical users, maintain accurate documentation, and facilitate smooth handovers when required.
If you have the required skills please apply online at searchandselect.com quoting reference number: 15648
