IT Support Engineer

As a Support Engineer, you will manage and maintain computer assets within the Neilson Group, overseeing asset deliveries, returns, and orders. You'll play a key role in the onboarding and offboarding processes, ensuring smooth transitions for users. As part of the support team, you’ll handle incoming queries and requests from end users and department leads, providing efficient and effective solutions. Additionally, you will proactively assist with various projects, security tasks, and application support tickets raised by Neilson employees.

• Provide 1st and 2nd line technical support to users.
• Prioritize, resolve, and manage support tickets while ensuring adherence to agreed SLAs.
• Oversee user onboarding and offboarding processes.
• Handle administrative tasks, including license and permission management, security protocols, and archiving.
• Build and configure laptops and workstations, deploying necessary software as required.
• Offer IT support to users with varying levels of technical knowledge and competence.
• Deliver remote technical support to Neilson Group users.
• Respond promptly to system and security alerts.
• Manage asset lifecycle, including onboarding/offboarding, purchasing, and delivery of equipment.
• Coordinate logistics for asset provisioning and retrieval, including shipping and managing asset deliveries and returns.
• Research, manage, and process asset orders while maintaining relationships with suppliers.
• Triage, take ownership of, and resolve support tickets, providing customer-focused feedback and clear progress updates.
• Maintain and update knowledge base articles.
• Show enthusiasm for learning and developing skills in T-SQL and database management.
• Provide 1st line application support.
• Proactively identify opportunities for automation and process improvements.

Requirements

• Experience in 1st and 2nd line Service Desk or IT Support environments.
• Strong administrative skills with exceptional attention to detail.
• Proven experience in asset management.
• Proficiency with Office 365 cloud technologies, including SharePoint, Exchange, Intune, and Teams.
• Advanced Windows desktop skills, particularly with Windows 11.
• Solid understanding of software and hardware, with the ability to identify and resolve issues effectively.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Ability to follow instructions and guidance to complete tasks accurately.
• Outstanding communication skills, both written and verbal.
• Strong ability to prioritize tasks and manage a high workload efficiently.
• A customer-focused mindset with a commitment to delivering excellent service.
• Personal accountability and a drive for continuous improvement.
• Enthusiasm for innovation and staying ahead of technology trends.

Nice to Have:

• Proficiency in any programming language.
• Experience with Meraki networking equipment.
• Familiarity with physical access control security systems.
• Ability to write and understand SQL/MySQL queries.
• Experience in providing application support using SQL databases.