Position: Full time – permanent

Location: London & Gatwick

Are you a self-starter who takes initiative, can manage your own workload, and likes to take full ownership of tasks? Are you looking to develop a career within IT as a System Support Engineer?

If so, we have an exciting opportunity within our IT Operations team, reporting directly to the System Support Manager. You will be responsible for dealing with technical support requests from all users within the business, liaising with other System Support Engineers and assisting with the maintenance and security of our network. You will work within our ticketing system triaging, troubleshooting and directing requests as required.

What you’ll be doing:

Providing 1st line support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
Logging technical support requests over the telephone or by email
Using remote control tools and technologies to assist end users as required
Adhering to the Service Level Agreement provided to the Business
Inducting new starters to provide them an introduction and overview of our systems
Documenting systems and procedures as implemented for and on behalf of the Business
Working across teams and within projects when the appropriate resource is required
Occasionally traveling to our other UK offices and onsite events to provide support as the business demands

What you’ll need:

Previous experience in an office-based role (IT or Tech Support-related role is desirable, but not essential)
Experience troubleshooting software (Windows 10 and/or 11) and fault diagnosis of hardware is desirable
Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 highly desirable
Ability to demonstrate practicing knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
Ability to demonstrate previous experience with and knowledge of GDPR is highly desirable
Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
Strong administration skills with great attention to detail
Enthusiastic, self-motivated and proactive with fantastic teamwork and communication skills, both written and verbal
Strong interpersonal skills to cultivate positive relationships with both internal and external stakeholders, supporting colleagues and the ability to ensure a supportive and effective requester experience
Able to demonstrate a calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible as required
Ability to use own initiative and comfortable in situations with a requirement to think critically, question and determine when to seek guidance or escalate a potential problem
A passion for exploration and learning of new tools and technologies
Willingness to travel to our other UK offices and onsite events as required

Company Benefits and Initiatives Include:

25 days annual leave in addition to bank holidays – increasing by one additional day after 6 years, up to a maximum of 30 days.
An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our “MeDay”.
A volunteer day to take for supporting a chosen charity and giving back to the community.
Opportunity for hybrid working
Contributory Pension
Life Assurance Scheme
Group Income Protection
Enhanced family-friendly leave pay entitlements
Wellbeing benefits, including: A health care cash plan, Employee assistance programme, Virtual GP service and Access to health & wellbeing resources and tools.
Cycle to Work Scheme
Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees. Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.

We warmly welcome and encourage applications from talented individuals of all backgrounds and characteristics.

If you need any support in accessing this opportunity, please do not hesitate to discuss this with us.

System Support Engineer (London and Gatwick)