Information Technology Support Engineer

Job Description

The primary purpose of the

IT Support Engineer

role is to provide comprehensive assistance to end-users, maintain the stability of systems and infrastructure, and ensure adherence to security, governance, and compliance standards. While primarily focused on the UK, this role is an integral part of a global team, collaborating across borders to address diverse technical challenges and contribute to Sondrel's overarching IT objectives.

What you will be doing
Technical Issue Resolution:
Respond to user inquiries, troubleshoot technical problems, and provide effective solutions for hardware, software, and network issues.
Hardware and Software Maintenance:
Install, configure, and maintain hardware components and software applications, ensuring they are up-to-date and secure.
User Training and Documentation:
Develop and deliver user training sessions, create, and update documentation for troubleshooting, FAQs, and knowledge base articles.
Remote and On-Site Support:
Provide remote and on-site assistance for users, addressing issues through phone, email, and remote desktop tools.
Flexibility to work outside of core hours where it is essential to conduct maintenance or provide critical support.
System Monitoring and Maintenance:
Use monitoring tools to proactively identify and address potential system issues and perform routine system maintenance tasks to optimise performance.
Collaboration and Escalation:
Collaborate with other IT professionals to escalate and resolve complex technical problems, contributing to a cohesive and efficient IT support team.
Locations/Travel:
Role is based in

Theale

(HQ) with a hybrid working arrangement (subject to need).
Additional travel to

Maidenhead

(data centre) and

Bristol

(office) will be required to conduct routine work and maintenance.

Qualifications
Essential
HND, HNC in Computer Studies or similar
Desirable
BS degree in Information Technology, Computer Science, or relevant field
Additional certification in Microsoft, Cisco or similar technologies would be advantageous
Linux certification.

What you will bring
Essential
Experience

| 5+ years' experience in a similar role.
Communication Skills

| Excellent communication skills to convey technical information clearly to non-technical users and collaborate effectively within the IT team.
Customer Service Orientation

| A customer-focused mindset with the ability to provide user support and ensure a positive support experience.
Organisational Skills

| Effective organisational skills to manage tasks, prioritise issues, and handle multiple responsibilities concurrently.
Adaptability

| Ability to adapt to new technologies, tools, and evolving IT environments.
Technical Knowledge

| Strong understanding of hardware, software, and network systems with the ability to troubleshoot and resolve technical issues.
Problem-Solving Skills

| Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently.

Desirable
Freshservice

or similar (agent/admin)
Salesforce

(admin/development)
Microsoft Entra / 365

(admin)
Crowdstrike

or similar endpoint (admin, analysis,

investigate/response)
Qumulo

or other data storage platform
FlexLM

(EDA licence management)
Atlassian JIRA

(admin)
Proofpoint

or similar (admin)

Who you are
Able to build trust through open and transparent communication.
Reliable and dedicated to deliver on promises and commitments.
Ability to work under pressure with solid organisational and creative problem-solving skills.
Positive mindset, demonstrates Sondrel behaviours and embraces and promotes Sondrel culture.
Self-organisation and ability to respond to changing priorities quickly with excellent time management skills.
Team player with the ability to guide and mentor more junior team members.
Self-motivated and able to work under own initiative with excellent attention to detail.
Passionate and committed to delivering a high standard of work.
Resilient and always finds a way to succeed.

Where you will work
We have offices in both Theale and Bristol. Our Headquarters is based in Theale where you will be located around plenty of country pubs in the area, golf courses, fishing lakes, good cycle and walking routes. Our Bristol office is modern, open plan complex located by the intersection of the M4 and M5.

Why Sondrel
At Sondrel we are encouraged to think differently, take on innovate and challenging projects and we’re trusted to make independent decisions to progress our own careers in the way that we want. We pride ourselves on being specialists in what we do, collaborative in our approach and we’re hugely passionate about driving the technology for SoC design.

We have teams across the globe which means there is opportunity for both domestic and international travel and the chance to network with some of the most highly skilled and knowledgeable engineers in the industry. Sondrel allows you to enjoy your work by having an autonomous environment built on trust, dependability and integrity as well as having a hybrid work environment catered to individual needs.

As we continue to grow, we are looking for bright individuals who are proactive in what they do, enjoy a challenge and have a desire for continuous learning experiences because, at Sondrel, no two days are ever the same.

What you get
Competitive salary
Discretionary Annual bonus
Pension scheme
Private Medical
25 days annual leave plus 8 statutory days
Hybrid & flexible working
Free on-site car parking

Inclusion
Sondrel are proud to be an equal opportunities employer. We recruit people from varied backgrounds because it makes our team stronger, and we provide an inclusive workplace because growing in partnership is what makes our team great. We do our best to provide fair opportunities to everyone and we want to hear what you need to grow with us.