Support Engineer

Support Engineer
Permanent – Aberdeen

ISN Solutions is an experienced ICT services consultancy specialising in IT infrastructures for organisations focused in energy industries. Established in 1999, ISN today is private equity backed and has strong ambitions to be a leading provider of quality and high value services within our market.

Core to our business strategy and expansion goals, we seek to recruit a Client Support Engineer whose responsibilities will be to provide support and engineering activities for ISN’s clients and other internal functions within our organisation.

The role will be challenging and will provide scope for a candidate to realise their potential. ISN will ensure that a positive working environment is provided together with suitable training, mentoring and development. This “hands-on” role will suit someone who is creative, enjoys working in a team, and enjoys the opportunity to put his/her strong technical competence to use in a varied environment. The work will predominately work From Home but there will be requirement to work for short periods (15%) on client sites providing support and cover for site based engineers.

If you are looking for a challenging and exciting career move, and want to be part of a team in the early stages of a rapidly expanding technically led organisation, providing industry leading ICT solutions and managed services, then this position offers a great opportunity to play an important role and benefit in the Company’s success.

Salary and benefits

On application subject to qualifications and experience + private healthcare, group life assurance, contributing pension, and others.

Purpose

The purpose of this role is to ensure maximum availability of services to internal and external clients. Support may be provided both to users of the systems and to other service delivery functions. Support will typically take the form of investigating and resolving problems and providing information about the systems.

Problems may be resolved by providing advice or training to users about the system’s functionality, correct operation or constraints, and by devising work-arounds, correcting faults, or making general or site-specific modifications.

Primary responsibilities

• Providing effective and timely technical support to ISN’s clients and other internal technical units in accordance with ISN’s contractual obligations.
• Management of all incoming incidents and request, ownership and escalation following best practise and adhering to strict SLAs.
• Perform desktop builds/installations/images as part of the introduction of new hardware.
• Maintain asset inventory, configuration management database.
• Liaise with vendors and suppliers as necessary, coordinating support incidents to resolution, managing warranties, orders etc.
• Maintain the integrity and accuracy of documentation.
• Carry out scheduled day-to-day maintenance work – e.g. backup/restore, anti-virus, Exchange / Office 365 administration.
• Scheduled reporting.
• Participate in service development projects.
• To maintain constant awareness of the infrastructure installed at client sites needed to provide effective development and high quality support functions.
• Execute installations in line with ISN’s project methodologies and industry best working practices.

Preferred skill set

• Must be able to demonstrate a high level of competency and practical experience in most responsibility areas particularly Windows based network operating systems.
• Must demonstrate an understanding of networking principles and concepts.
• A Level ICT, HND, BTEC or Higher in computing.
• Has 2 years’ minimum in supporting Windows based infrastructures in a mixed Server and Storage IT service environment.

Personal qualities

• Passionate about technology and innovation and how technology can be used to solve business problems.
• Confident communicator with the ability to explain complex technical issues to end clients and other engineers alike, either one-to-one or in group presentations.
• Able to write clearly and articulate clear arguments to non-technical people in the form of business cases, reports and documentation.
• Ability to work unsupervised, organise own workload, and to prioritise effectively.
• Should have a results-oriented attitude and the determination to see a problem or project through to a successful conclusion.
• Must be a “self-starter” and have a tremendous attention to detail and methodical and analytical approach.

Technical credentials

• Proven technical ability across the common product suites: M365, Azure, MS Office, Windows 10, MS Active Directory and Exchange Online, Server 2012+, mobile device management, network, telephony, video conferencing/presentation kit, printers etc.
• Experience with ITSM ticketing tools and system monitoring desirable.
• Experience of working in busy technology support environments.
• Experience of building knowledge rapidly around new technical areas and applying this knowledge practically.
• Desired qualifications include Microsoft 365 Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Messaging Administrator Associate, Microsoft 365 Certified: Teams Administrator Associate, Microsoft 365 Certified: Developer Associate.

To apply, send your CV and covering email to us at cvs@isnsolutions.co.uk.

Job Type: Full-time

Salary: £25,000.00-£30,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Aberdeen: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Aberdeen