Technical Support Engineer

Stoke-on-trent, Staffordshire
ROYAL VOLUNTARY SERVICE

Technical Support EngineerHome based with occasional national travelOverviewDo you enjoy helping people? Are you looking for a flexible role that is truly rewarding? Then we need you!Join Royal Voluntary Service and together we can change lives, change communities and change society.We’re currently looking for a Technical Support Engineer to join us on a full-time, permanent basis.The RoleAs a Technical Support Engineer, you will provide exceptional 1st and 2nd line technical support, both remotely and on-site.Providing professional and efficient support to staff and volunteers, you will take ownership of incidents, service requests and problem management, escalating incidents as required.You will also play a key role in leading the technical design of new and existing sites (including the creation of plans) and facilitating IMACs at remote locations, including working with 3rd parties on network and infrastructure requirements.Additionally, you will oversee the technical administration of various processes, systems and infrastructure for both cloud and SaaS deployments.Your role will also involve:- Liaising with stakeholders to report issues and assist with resolutions- Leading on the implementation of improvements to reduce the incident numbers- Administering the Cyber Security training platform- Creating and maintaining the IT document library- Leading the inventory of hardware, software and support assetsWorking HoursThis is a full-time role, working 35 hours per week from Monday to Friday.What you’ll need– Experience in IT with a strong background in all aspects of customer service- Experience of managing and working within Microsoft Cloud and SaaS environments- Experience of backup, disaster and recovery- Experience of hardware support and configuration- Experience supporting projects transitioning into BAU- Experience in data security and its impact on different business areas- An understanding of Cloud-based technologies, cyber security and the full MS product suite- An understanding of the ITIL service management model- An understanding of a hybrid domain setupWhat you get in returnWe’re proud to be in the top 25 not-for-profit organisations to work for in the UK, based on ratings from Indeed. As a valued employee at Royal Voluntary Service, you will benefit from:- Salary of £28,501 per annum- 26 days’ holiday plus paid statutory Bank Holidays- Ten weeks’ company sick pay following successful completion of probation- A great pension scheme- 2 x Salary Death in Service Benefit, subject to qualification- Enhanced Family Leave schemes- An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online- A 24-hour doctor line, financial support with dental/optical and other therapies- A free and confidential employee assistance programme with up to six face-to-face sessions, counselling included- Extensive online and on the job training to ensure you will succeed in your role- Opportunities to discuss flexible working- Opportunities to develop new skills and progress your career- The chance to make a positive, lasting impact that changes lives, communities and societyRoyal Voluntary Service is committed to building inclusive and diverse teams across the charity. To find out more about our commitment to EDI, visit our website.How to applyPlease select the apply button shown to be taken through to the application process. You will need to answer some screening questions as well as uploading your CV. You will be contacted by a member of the team once your application has been reviewed.Here at Royal Voluntary Service, we’re committed to equality, diversity and inclusion. We want to be a charity that’s representative of the communities we serve, which is why we strive for diversity of age, gender identity, sexual orientation, physical or mental ability, ethnicity and perspective.Dates to bear in mindThe closing date for this role is the 16th January 2024. However, we reserve the right to close this vacancy early should sufficient applications be received.This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.Other organisations may call this role IT Support Engineer, IT Engineer, 1st Line Support Engineer, 2nd Line Support Engineer, Support Desk Engineer, IT Engineer, or Infrastructure Support Engineer.