IT Support Engineer
As an IT Support Engineer, you will be responsible for the installation and configuration of hardware and software, acting as an escalation point to our Service Desk and working with our third line teams when required. You will provide support to the Business and work closely with other teams within IT Services to ensure all services are delivered within set targets and to the agreed standards. Your primary focus will be to support the Darwin Office function alongside providing support where required to other locations across our international sites. The day-to-day work is interesting, challenging and fast paced amidst a hardworking and delivery focused company ethos. We hire people with a broad set of technical skills who are ready to tackle some of technology’s greatest challenges. We are a 24-hour business, and our wider IT Support team always provides onsite support to employees. The role is part of our core Darwin team, and you will be required to work on a shift pattern covering support hours between 08:00 and 17:30 (Mon – Sun).
- Resolving complex second-line incidents to ensure seamless operational continuity.
- Facilitating cross-team collaboration by bridging the gap between second and third-line support to accelerate knowledge transfer.
- Delivering high-priority support and rapid resolution for Senior Management queries.
- Leading the investigation and escalation of Major Incidents (MIs) to ensure minimal business disruption.
- Executing critical system maintenance and managing out-of-hours escalations with precision.
- Maintaining the integrity of the hardware asset database to ensure accurate lifecycle management.
- Authoring and curating Knowledgebase Articles (KBAs) and technical documentation to drive team efficiency.
- Managing the end-to-end deployment and imaging of hardware and software solutions for end users.
- Proactively identifying and implementing service improvement initiatives to enhance overall performance.
- Previous experience in a similar IT Services role (nice-to-have).
- Good attention to detail, with strong written and verbal communication skills (required).
- Smart thinking approach with a positive attitude (required).
- Ability to work independently with limited supervision (required).
- Commercial experience working within a service management function (required).
- Technical ability supporting and maintaining hardware and peripheral devices (required).
- Experience of using an ITSM Tool for tracking, change, incident and problem jobs (required).
- Experience deploying, imaging and supporting Windows 11, Windows 10, macOS, Linux, and mobile devices (iOS / Android) (required).
- Experience supporting technologies from a diverse product stack including; Active Directory, Microsoft Exchange, Office 365, Teams, Citrix, Cisco and VMWare Workstation (required).
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