Senior IT Support Engineer

Job Profile title: Senior IT Support Engineer

Main purpose of the role & responsibilities in the business:

As a Senior IT Support Engineer at Kainos, you will be responsible for providing high quality, customer focused IT services and being a sole contributor to a specialist area of support. You will be continually learning whilst working with talented colleagues who will help you learn, develop and grow. As a senior member of the team you will also interact with customers, share knowledge and mentor those around you.

The role-holder is required to be in the office 5 days a week Monday – Friday.

Your key responsibilities will include:

• Owning first / second line IT customer support requests – you will be providing timely and accurate support to customers by responding to tickets which are logged via email, ticketing system or via customer phone calls, which will include but are not limited to the Apple and Microsoft Technology Stacks.
• Owning a specialism – you will be a sole contributor in a specialist support area and will be tasked with an overall team responsibility. You will be expected to autonomously oversee and own this task.
• Identifying improvements and savings – you will look for ways to contribute to improving the service. You will review the task and clearly identify/demonstrate either cost or time savings.
• Managing customers and other stakeholders – in your area of speciality you will be expected to navigate and own meetings with senior staff or external customers outside the teams. This will include running retrospectives and providing detailed analysis of problems. You will be expected to present back to internal customers or external customers a root cause analysis of issues, without supervision.
• Troubleshooting and presenting solutions – you will be expected to solve a range of technical issues, from basic to complex IT software/hardware issues and provide solutions where applicable. You will be expected to show clear step-by-step troubleshooting and problem solving of an issue. You will be expected to present proposals to senior team members on how best to resolve issues before escalating.
• Undertaking a range of routine and IT systems administrative tasks – you will be supported by colleagues to execute these tasks while you develop your skills and actively participating in knowledge sharing.
• Creating documentation – you will be documenting re-occurring issues and processed to build out the team’s external and internal facing knowledge base.
• Working as part of a team & putting people first - you’ll work as part of a team to deliver high quality support to the business and you will be expected to assist in fostering an open and inclusive System culture in all you do. You will be required to mentor and guide trainee and associate level engineers, helping them with understand processes.
• Developing others –You’ll manage, coach and develop a small number of staff, with a focus on managing employee performance and assisting in their career development. You’ll also provide direction and leadership for your team as you solve challenging problems together. They are required to take on People management responsibilities and attend internal training to enable them to manage and interview.

Minimum (essential) requirements:

• Experience of providing technical support and solving a range of issues from low to more complex technical problems
• Knowledge of using and performing troubleshooting tasks on OSX or Microsoft Windows operating system.
• Knowledge of using and performing troubleshooting tasks on IAAS/SAAS and PAAS cloud services.
• Knowledge of IT systems administration tools and an understanding of best practices relating to their use.
• Specialist knowledge in more than two areas of IT software/hardware areas.
• Awareness of latest technology trends and the ability to actively keep up to date with technological developments.
• We all work in teams here in Kainos - a proven ability of strong team skills, including providing direction to others, is crucial.
• Ability to adapt and change to fluid processes.
• We are passionate about developing people – a demonstrated ability in managing, coaching and developing junior members of your team and wider community.