Support Engineer

Gravesend, Kent
Advanced Resource Managers Limited

This is a great time to join a company undergoing significant change and growth. You will be able to influence future plans and processes whilst growing your own skillset with clearly defined progression within a unique organisation.

The Support Engineers will be 1st line and front of house, they will manage the team’s helpdesk and take ownership of resolving faults for internal customers. They’ll also, among other things, monitor the network and prevent, respond to, or escalate issues.

For motivated, proactive and competent candidates these roles offer something different from ‘the norm’. The company houses and uses unusual tech and systems, across a wide range of locations, with kit in places not everyone gets to go to. The team regularly work at height and full training and support is provided to enable you to do this safely and see some great views from equipment sites.

I’m looking for ‘tech-curious’ and dynamic individuals with excellent communication and problem-solving skills. Customer service focus is a must have as well as a methodical approach with great attention to detail. You’ll also need to remain calm under pressure and have a head for heights.

We’re looking for people who want to engage with end-users as well as colleagues across the wider IT department and the business. You’ll be a great team player, adding value to the team, but also able to work independently and be trusted to take ownership and deliver to agreed deadlines and standards.

Role and Responsibilities:

• Manage the helpdesk function within the team, adapting to fast changing situations and competing priorities, ensuring that tickets are captured, prioritised, progressed, and resolved efficiently.
• Diagnose and resolve 1st and 2nd line faults, across the team’s range of systems and sensors in a professional and timely manner, increasing the knowledge of the end-users.
• Act as a single point of contact and ‘front of house’ for the team’s end-users.
• Take ownership of tickets, resolving wherever possible or escalating and working with other colleagues such as more senior engineers and suppliers to resolve and see issues through to completion.
• Escalate issues promptly to appropriate colleagues, management team or suppliers as necessary.
• Ensure that targets for service availability are met.
• Ensure actions taken are logged, root causes are investigated and understood, and future requirements are captured. Ensure information is shared appropriately and customers or stakeholders are kept updated.
• Lead on communication with internal customers to ensure that planned or emergency works are communicated, and any impact is understood and mitigated where possible.
• Monitor, maintain and administer equipment and services relating to the navigation systems estate for both performance and security.
• Ensure the team has appropriate back-up of all systems in place for emergency recovery.
• Liaise with external third parties such as suppliers and contractors operating within the confines of a support contract.
• Install, configure, customise and deploy software and hardware within a defined sub-set of the team’s estate.

• Update and maintain technical documentation and asset information.
• Contribute to the development of maintenance and replacement plans, supporting recommendations with data from the helpdesk.
• Work in accordance with agreed service levels and department processes, policies and procedures.

Qualifications and Education Requirements:

• A good standard of English and Mathematics.
• Hands on experience in a comparable service-delivery role.
• Knowledge of relevant GDPR and cyber security principles and practices.
• Willing and able to pass both medical and practical assessment to be able to work at height to a routine standard.
• Full driving licence.

Essential criteria:

• Knowledge, understanding and experience of dealing with IP networking, Windows OS including servers, workstations and mobile devices and security related systems (such as endpoint protection, firewalls, backup solutions).
• Ability and evidence of being able to investigate and pick up IT systems quickly.
• ‘Tech curious’ and passionate about IT services and systems.
• Process driven, with excellent attention to detail to ensure consistent high-quality services are delivered and compliance is maintained.
• Ability to support system audits including the collection of logs and evidencing conformance.
• Able to apply experience and able to adapt to unknown or new situations.
• Pass and maintain security clearance as required by company and third-party sites (BPSS and CTC required)
• Customer focussed and striving for customer service excellence.
• Able to communicate effectively both verbally and in writing.

• Logical and methodical diagnostic approach to faults and problems.
• Dynamic and self-motivated with good problem-solving capabilities and time management skills.
• Committed to self-development and continuing professional development to maintain, refresh and update relevant skills.
• Safety conscious and willing to develop and contribute to H&S practices within the team.

Desirable criteria:

• Experience within the port industry and with port systems.
• Experience and knowledge of Linux.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited (“ARM”). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.