IT Support Engineer

About Aspire

At Aspire Technology Solutions, we are a leading UK provider of managed IT, cyber security and modern workplace solutions. We deliver cyber security, cloud, connectivity, managed services and unified communications solutions that help organisations get more from their technology - driving innovation, improving efficiency and enabling faster growth. Through strong partnerships, we help our customers work smarter, operate more efficiently and achieve better business outcomes, consistently adding value along the way.

Our mission: To deliver technology like no other!

We look for dynamic individuals who embrace technology, think differently, collaborate as team players, and are driven by continuous improvement with a focus on great results for our customers.

About the role

We’re looking for an experienced IT Engineer with a strong technical support background who ensures excellent standards and customer experience are delivered.  We’re looking for someone who is driven and enjoys taking control of situations to help resolve technical issues.

This role will be based at one of Aspire's customer sites in Whickham, where you will act as the single point of escalation for any queries or issues arising from their IT equipment.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assist you in diagnosing and fixing customer problems in person or remote. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

• Providing day-to-day, on-site IT support through diagnosis, troubleshooting and resolving tickets in relation to:
  • Software installation and configuration,
  • Bespoke client software,
  • Operating system configuration,
  • Local machine performance/builds,
  • Google Workspace administration,
  • Microsoft 365 administration,
  • Network and infrastructure configuration/upgrades.
• Liaising with 3rd party vendors to troubleshoot and resolve IT issues.
• Working to SLAs for incidents and requests, prioritising and managing workload effectively, managing several open incidents and requests whilst following existing procedures and best practices.
• Support continual improvement by identifying opportunities for improvement and efficiency including automation of manual processes.

You will suit the role if you have

• Proven experience in Technical Support, Service Desk and/ or IT roles.
• Experience with Google Workspace, Microsoft 365, Windows Server/virtualization, storage and networking technologies.
• Strong problem-solving and troubleshooting skills with the ability to take action.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose and resolve issues.
• Experience working as part of a small team as well as a wider service desk.
• Excellent time management, planning and organisational skills to manage and prioritise own tasks alongside a diverse workload.
• Experience using an ITSM tool and an understanding of Service Desk operations.
• A full and valid UK driving licence.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

At the heart of everything we do are our core values which guide how we work and grow together:

• Ambitious: We are driven by data to achieve the best results. We push ourselves to be our best and make an impact while delivering the best experience for customers and colleagues.
• Sincere: We do the right thing for our customers and colleagues. We are honest, provide independent advice and support each other as one team.
• Passionate: We love what we do. We take pride in our work and consistently deliver high-quality results.
• Innovative: We are bold and take action to develop creative solutions. We learn from mistakes and strive for continual improvement.
• Reliable: We collaborate to achieve the best results and ensure people can depend on us.
• Expert: We are technical experts who continue to learn and grow. We share knowledge and ensure customers achieve their ambitions through the right technology.

Salary

£30,000 - £35,000 per annum (depending on experience)

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

• Travel benefits including free parking, subsidised travel passes and much more!
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at one of Aspire's customer sites in Whickham, with travel as required to Aspire's Gateshead HQ and other customer locations.

Hours of Work

Full time (37.5 hours per week), Monday to Friday

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

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