Senior IT Support Engineer

With offices in the UK, USA and South Africa, we are a growing Travel Management Company specialising in the charity, academic and not-for-profit sectors, and we are proud and passionate about what we do.

We are currently looking for a Senior IT Support Engineer to provide customer service and technical expertise. Working at the forefront of Desktop System Support and IT Service Support, you will provide day to day support for internal customers of the IT Services, and project-based work leading to the development and deployment of new IT services. You will work on a wide range of systems, adapt quickly, take on challenges, whilst striving to continuously improve IT Service quality. Key tasks will involve:

• Log and respond to IT Requests via phone, e-mail, video call and in person using the Managed Service Desk Tool

• Asses/triage 1st/2nd line IT technical faults and deliver resolutions within the designated service level agreements, to ensure complete and timely resolution

• Re-assign 3rd Line IT Requests and work with IT escalation teams/partners as required

• Build/configure IT equipment for company employees

• Assist with IT Service Desk Team admin tasks, such as IT Procurement, Shipping Requests, Asset Management, New Starter Account Creations

• Participate in a 24-hour on-call rotation (including weekends and bank holidays) to ensure the continuous operation and support of our end user and IT infrastructure

Log and respond to IT Requests via phone, e-mail, video call and in person using the Managed Service Desk Tool

Asses/triage 1st/2nd line IT technical faults and deliver resolutions within the designated service level agreements, to ensure complete and timely resolution

Re-assign 3rd Line IT Requests and work with IT escalation teams/partners as required

Build/configure IT equipment for company employees

Assist with IT Service Desk Team admin tasks, such as IT Procurement, Shipping Requests, Asset Management, New Starter Account Creations

Participate in a 24-hour on-call rotation (including weekends and bank holidays) to ensure the continuous operation and support of our end user and IT infrastructure