Overview

IT Support Engineer

Location: Luton, (travel will be required within this role)

The IT Support Engineer acts primarily as on site 1st and 2nd level support providing technical assistance and support for Swissport users and stations. You will troubleshoot, diagnose and resolve hardware, software and network issues to ensure smooth operations and optimal functionality of Swissport IT systems. Additionally, you will assist in the implementation and maintenance of IT infrastructure and contribute to enhancing the overall IT support services.

Responsibilities

• Support the business with infrastructure, hardware and workplace support on a need’s basis at a local level.
• Ensure all support calls are logged and updated on the Swissport IT helpdesk.
• Resolve incidents and requests across UK I stations logged via helpdesk tool (remote support).
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Resolve incidents on and off site. Travel to other Swissport locations will be required as part of the role as and when required.
• Resolve and remediate cyber security issues as needed.
• Ensure high levels of customer service support, ensuring clear communication with users.
• Support end users to ensure their technology is working as expected.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VPN, Windows OS, O365 apps, and more.
• Determine the best approach to providing a solution based on the issue and details provided, including walking the customer through the problem-solving process and solution.
• Assist with the employee onboarding process, including equipment procurement & imaging, as well as account provisioning.
• Manage SaaS products such as telephony systems, desktop management systems, mobile device systems, cyber security solutions, etc.
• Identify and escalate priority issues as needed.
• Document all end-user support via helpdesk tool.
• Time and task management is essential to deliver workload as assigned by manager.
• Managing and completing small projects when required.
• Escalate IT service and application operational issue to their corresponding 2nd and 3rd level of support teams.

Qualifications

• A self-starter who is results-driven with high levels of self-motivation, energy and initiative.
• Highly professional ‘CAN DO’ attitude that engenders confidence, respect and support.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• +4-5 years proven experience in IT support roles with a strong understanding of computer systems, networks and software applications.
• Hands-on experience with Microsoft operating systems and Microsoft Office suite (O365).
• Excellent communication and interpersonal skills with the ability to communicate technical information effectively to none technical users.
• Ability to physically move and install equipment including but not limited to desktop PCs, monitors, laptops, desks, etc.
• Strong analytical, planning and problem-solving skills.
• Ability to work and succeed in a dynamic and multi-cultural matrix organisation.
• Fluent command of oral and written English as the corporate language.
• Ability to work effectively using own initiative and prioritising set workload.
• Robust problem-solving and analytical skills.
• Excellent understanding of Microsoft operating systems (Windows 10, Windows 11)
• Ability to work independently and collaboratively in a fast-paced environment, prioritising tasks and managing workload and time effectively.
• IT Degree (desirable)
• BTEC equivalent or above in relevant IT subject (essential)
• Certifications such as CompTIA A+, Network+ or Microsoft Certified Solutions Associate (MCSA) are a plus.
• Flexibility to work outside regular business hours when necessary.

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