Technical Support Engineer

Job Description

We are looking for a Technical Support Engineer to join our in-house Technology team, in order to support internal customers across the globe.

The successful candidate will manage a busy workload through prioritisation and exceptional communication and, most importantly, thrive in a fast-paced and dynamic environment where you will be providing support across a diverse range of technologies, products and IT services.

You will work as part of the IT Operations Team, supporting customers via remote support technologies, email and in-person. You will record, diagnose and resolve technical support issues as well as perform routine maintenance, process service requests, and lead projects, amongst other IT responsibilities.

Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face to face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.

Day to day we’ll trust you to:   

• Resolve all incident, problem and request tickets that are logged through the Service Desk.
• Onboard new starters and offboarding leavers, from an IT perspective.
• Onsite and remote laptop / mobile device support and troubleshooting.
• Software, hardware and peripheral support.
• Procure IT equipment in line with budget.
• Follow, update and adhere to all set policies, processes and procedures.
• Develop specialist skills through involvement in a wide range of projects.
• Mentor and train colleagues within the immediate team and wider business.
• Maintain services within the group, in line with SLA’s/KPI’s.
• Maintain a high standard of customer satisfaction.
• Document new technologies and services for the benefit of the team.
• Troubleshoot and gather information for 3rd line escalation.
• Highlight possible service improvements.
• Provide out of hours support including participation in an on-call/stand-by rota.
• Work overtime when required.

You’ll need to have:   

• Experience working in a second line support role.
• Experience of using an IT Service Management Toolset.
• Strong communication skills, with the ability to articulate technical solutions clearly and effectively, whether interacting with peers or internal customers.
• The ability to work under their own initiative and manage their own workload effectively.
• A customer centric approach and is prepared to go the extra mile to consistently deliver excellent customer service.
• The ability to provide 2nd line support in the following areas:

- Microsoft Office 365.
- Windows 10 and 11.
- Laptops (Windows and MAC OS) and mobile devices (iOS).
- Active Directory/Azure Active Directory.

• A keen eye for detail
• Experience in asset management.
• Experience of documenting easy to follow internal and customer-facing knowledge articles.
• The ability to work to agreed Service Levels across supported solutions.
• A willingness to learn new systems and technologies.
• Knowledge of ITIL service management desirable.

Any familiarity in the following areas is particularly desirable:

- Microsoft Intune, Entra ID, Autopilot.
- FreshService ITSM.
- Website Support.
- Vendor Engagement/Management.
- Information Security and GDPR processes.
- Powershell / Scripting.

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays, remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at peopleteam@emerald.com and let us know.