Ad-Hoc IT Engineer - St Asaph - The Engineer

    The Engineer
    The Engineer St Asaph

    1 week ago

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    Description

    Job Title: IT Helpdesk Engineer

    Location: St Asaph, Wales

    Salary: £28,000 - £35,000 per annum (depending on experience)

    About Us

    Office Equipment Systems (OES) is a leading provider of managed IT, print, and communication solutions.

    About the Role

    We are seeking an enthusiastic, customer service-oriented individual with experience in the ICT sector, preferably within an IT Helpdesk or IT Support role. Key responsibilities include:

    • Respond to user inquiries and provide technical support via phone, email, or chat
    • Resolve issues by applying known solutions or escalating more complex problems to higher-level support
    • Investigate and monitor telecoms, ICT, network, workstation, laptop, and application performance issues
    • Create and maintain detailed records of user requests and reported issues in a ticketing system
    • Prioritise and categorise tickets based on urgency and impact
    • Develop documentation and knowledge base articles to assist users in resolving common issues
    • Ensure all open cases are updated with relevant information, and customers are kept informed of progress
    • Provide excellent customer service by communicating effectively and professionally with end-users
    • Attend customer sites to assist with issues that cannot be resolved remotely
    • Stay informed on industry trends, new technologies, and best practices through ongoing training and professional development

    About You

    To succeed in this role, you will need:

    • Background in ICT with experience in a service desk or IT support role (preferred)
    • Strong customer service experience, with excellent verbal and written communication skills
    • A team-oriented mindset with a collaborative approach to problem-solving
    • Comfortable using CRMs and documentation systems
    • A valid Full UK driving licence

    Remuneration and Benefits

    You can expect a competitive salary and benefits package, including:

    • Staff Share Equity Scheme (through our partnership with Flotek)
    • Employee Management Incentive (EMI) plan for long-term growth
    • New customer referral incentive
    • On-site parking
    • 21 days of holiday, increasing to 25 after 4 years of service (+ bank holidays)

    We are passionate about technology and delivering exceptional customer service. If you share our values and are looking for an opportunity to grow with an ambitious company, we would love to hear from you.

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