Systems Support Engineer

Systems Support Engineer

Job Description

POSITION:                   Systems Support Engineer

EMPLOYER:                Chartered Institute of Export & International Trade

POSITION STATUS:    Permanent, Full time / Part time
REPORTS TO:             Head of IT Operations & Infrastructure
LOCATION:                  London Office

SALARY:                      £35,000 - £39,000

The Chartered Institute of Export and International Trade is the premier association for exporters and importers, empowering organisations and individuals with the tools and knowledge required for effective, sustainable, and competitive international trade.

We provide a comprehensive suite of memberships, qualifications, training, events, and advisory services for global trade professionals. In collaboration with the UK government, we set trade standards nationally and internationally. In summer 2024 we proudly became the Chartered Institute of Export and International Trade, highlighting our role and the professional status of our members in global trade.

We are now recruiting a Systems Support Engineer to work in our London office.

JOB BRIEF

The role will be working within Technology Services department and offers a chance to make a meaningful impact on IT services, maintaining and improving our Microsoft 365 environment, as well as be a point of contact for day-to-day IT support, under the direction of the Head of IT Operations.

RESPONSIBILITIES:

User Support: Point of contact for users, delivering high-quality and responsive support, taking ownership of incidents and providing resolution within SLA's. 

• Support of Microsoft products including Windows 11, office suite, and enterprise business applications. 

• Managing user accounts, groups, mailboxes, roles, permissions, onboarding/offboarding, password resets, MFA setup, and account unlocks 

• Device setup and troubleshooting including laptops, mobile phones, printers 

• Working with ticketing system, keeping records up to date, documenting actions and solutions 

IT Systems Support:  

• Supporting M365 environment with a focus on Entra, Intune, Exchange, Teams, SharePoint, OneDrive. 

• Carry out improvements to M365 environment to optimise configuration, improve automations and align to best practice. 

• Monitoring dashboards for incidents and alerts, escalate cyber security concerns and incidents 

• Assist with data recovery, backup restoration, content search requests. 

• Create and maintain basic PowerShell scripts for automation and reporting. 

• Assist with cloud, infrastructure, end user computing and security projects. 

• Identify automation and self-service opportunities to reduce ticket volume. 

• Create/update documentation including KBAs, SOPs, asset register 

• Maintain good cyber security posture, align with “secure by design” principle when administering systems, implement principle of least privilege when managing permissions 

• Promote cyber awareness to safeguard data, systems and assets  

DESIRED SKILLS SET AND EXPERIENCE:

Proven experience in a 2^nd line / Systems Support / IT Administrator role, focusing primarily on Microsoft 365. Relevant technical certifications and drive for continuous learning and development. 

• Customer service and interpersonal skills 

• Strong troubleshooting, organisational, and documentation skills. 

• M365 admin centre (Exchange, Intune, Entra, SharePoint) 

• Excellent Windows OS administration knowledge 

• Good knowledge of commands and automation e.g. PowerShell 

• Good understanding of working within IT Service management frameworks / Agile environment 

• Knowledge of network fundamentals 

• Understanding of cloud services and virtualisation 

• Understanding of backup and disaster recovery  

• Exposure to compliance and information security standards, e.g. ISO 27001, Cyber Essentials 

• Awareness of Power Platform including Dynamics and Power Apps 

BENEFITS: 

• 36.5 hours per week including 4pm Friday finish


• 25 days annual leave and day off for your birthday too


• Annual performance-related bonus


• Employee Assistance Programme (EAP)


• Private healthcare including Optician/Dental costs


• Life Assurance (Salary x4)


• Personalised training


• A range of discounts for shopping, holidays and cinema attendance 


• 2 days volunteering a year

DIVERSITY AND INCLUSION: 

Life would be boring if we were all the same! Chartered Institute is a company with a charitable status that believes in diversity and inclusion, as shown in the hiring and progression of our team members. The workforce is truly diverse – in age, nationality, gender and location. 

With a passion for nurturing, supporting and including all team members – no matter who you are – we celebrate identity. We are proud of who we are and where we come from.  

As an Investors in People accredited organisation, we care about and prioritise all our team members daily. We ensure to engage with and listen to everyone.

Our Disability Confident and Mindful Employer accreditations express our commitment to the specialist needs and mental health of our team members.  

Having family-friendly policies allows our employees to partake in a flexible work environment so they can take care of children and loved ones. 

HOW TO APPLY:

Fill in your details below and upload your CV for review by the Talent Acquisition team. 

if you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:

01733 404 400

[email protected]