IT Support Engineer

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

We believe that true excellence is only delivered by people with the knowledge, tools and passion to set standards rather than chase them. As an IT Support Engineer, we pride ourselves on offering a high quality, friendly, knowledgeable and professional service. Our Mission is to continually develop our service to meet and exceed customer expectations and contribute to the success of Menzies Aviation. We do this through the provision of timely, consistently high quality and professional IT support at every customer contact. You'll see that there's no other sector like aviation to work in! As an IT support engineer, you'll enjoy plenty of variety and will have our full support and training, for the whole of your career journey with us.

As an IT Support Engineer your role will be to assist our customers with all IT related technical support issues. Working with 3rd party supplier and internal support teams to ensure all ticket are dealt with within the agreed SLA's. Your role will involve liaising with customer to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. You may also be required to install new software applications and train clients on best practice.

To ensure success as an IT support engineer, you should have in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills. Ultimately, a top-class IT support engineer resolves all IT issues quickly and effectively while maintaining a good relationship with the client.

Main accountabilities include:

• Configuring end user devices to the Menzies standard.
• Management of induvial work queues.
• Ensuring all tickets are logged and tracked in the service management platform, Service Now
• Ensuring the correct priority is given to Incidents
• Creating and sharing of knowledge documents
• Ensuring all P1 Incidents follow Incident Management process
• Maintain company network and CCTV system
• Maintain company Computers, UPSs, Printers and any IT equipment
• Participation in team meetings
• Responsible for personal development
• Ensuring process are executed to the set targets and SLA's
• Responsible for ensuring Incident and Requests are logged, tracked, resolved and measured within the given SLAs, whilst ensuring adherence to ITIL processes
• Liaising with customers and vendors to diagnose software, networking, or hardware issues.
• Providing technical support on-site or via remote-access systems.
• Offering solutions that meet the needs of the customer.
• Resolving hardware malfunctions, software issues, and networking problems.
• Excellent communication skills with the ability to communicate to stakeholders at all levels.

Safety, Security, WellBeing and Compliance:

Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures, and training to ensure the success of the operation including the following:

• Full compliance:

o Health & Safety

o Training

o Equal Opportunities

o Harassment

o Data Protection

o Security

• Remain up to date with all station notices relating to policies and procedures
• Remain up to date with all relevant operational, systems and Customer Service training
• Maintain a safe and secure working environment at all times
• Comply with the Company's open, fair, and honest reporting culture

Professional Standards

• Respectful, supportive and friendly approach
• Clear and honest communication
• Passionate and driven
• Flexible and understanding of changing priorities and situations
• Punctual and reliable
• Confident and focused

Qualifications and Experience:

• Bachelor's degree in information technology or computer science.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role for 2-4 years.
• Demonstrable experience in a Service Desk environment.
• Ability to problem solve.
• ITIL Foundation certified (preferable)
• Ability to work within a team environment
• Experience with Microsoft Applications and its functions.
• Knowledge of computer hardware and networking systems.
• Good time management skills.
• Good interpersonal skills.
• Ability to troubleshoot complex hardware and software issues.
• Excellent written and verbal communication skills.
• English language speaking, reading, writing skills.
• Ability to think critically.
• Ability to support and report remotely for any urgent cases.

Diversity

MenziesAviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!

Need more detail? Feel free to contact [ Lora Taan ] for further information. The closing date for submissions is [28 Dec 2024 ].