Support Engineer

Job Title: Support Engineer

 Overall Purpose of Job

To be responsible for the progress of helpdesk requests, managing and all user devices and the software and services used to operate them. Also providing technical support to project teams in order to deliver projects efficiently and effectively.

We offer all our employees a great package of benefits, including:

• Competitive salary £34,922 which is bench marked against other employers
• Enrolment on our Aviva pension scheme (9.5% employer contribution)
• 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
• Health care scheme
• Flexible/agile working, plus the option to work from home if your role allows
• Enhanced maternity/paternity pay
• Continual professional development including management development.
• A dedicated health and wellbeing programme (access to a variety of support and free benefits)
• Time out of work to carry out volunteer opportunities

There are lots more benefits to working for Ongo

 Main Responsibilities

• To troubleshoot desktop, mobile and system problems enabling hardware/software incidents to be closed successfully. On occasions when demand sees fit also aiding 1st point of contact for a first touch resolution service for our customers.
• To be responsible for the progress of Helpdesk requests – ensuring there is accuracy and the relevant triage information as well as closing or escalating as appropriate and to provide a dynamic support service to the organisation.
• To ensure customer’s requests for help are dealt with as efficiently as possible and within the ICT Service Standards.
• Providing guidance to staff on technical matters in relation to the use of I.T. software & hardware.
• Involvement as required in the delivery of key strategic projects and work streams, to enable the ICT team to achieve the groups objectives.
• To assist in the preparation, management, and mass roll-out of new or upgraded equipment to staff around the business.
• Manage and administer our MDM (Mobile Device Management) system service and its interfaces to other relevant services such as email, mobile applications and all applications owned by the group.
• To be responsible for stocks of inventory and spares, ensuring equipment is replenished before stock runs out.
• To maintain our Asset Register and keep it up to date.
• Assist in the ordering of equipment, materials and consumables as required, to ensure that value for money is obtained.
• Preparation, installation and maintenance of all ICT user equipment.
• User Administration (creation, deletion, granting of permissions in line with business requirements.)
• Research and develop new technologies to maintain and improve the existing mobile device infrastructure and ICT infrastructure using own initiative.
• To act proactively to department incidents and provide high level support ensuring internal incident management procedures are followed.
• To monitor error reports produced by all Business Systems, analyse the issue and impact on the Business responding with a solution.
• Communicating with stakeholders via the most effective means to assist and resolve issues.
• Administration of printers. (inc maintenance and support)
• To liaise and manage excellent working relationships with customers, 3rd party support, suppliers, developers and other key professionals.
• To keep up to date with best practice and new developments in the ICT area.
• To conform to the Company’s overall need to comply with legislative, regulatory, constitutional and financial requirements and to work to high professional and ethical standards.
• To represent, promote and maintain a positive attitude and image for ongo in line with organisation policy.
• To carry out any other duties appropriate to this post, as necessary or as requested.
• Daily contact with colleagues within the ICT department as well as ICT Management Team to ensure targets are being met and complex issues are escalated.
• Carry out a range of audits across the groups systems to ensure we remain compliant with security policies.

Knowledge, Skill & Experience Required

• Knowledge and experience of configuring and troubleshooting Laptops and knowledge of User Administration within Windows Server, AD and Azure.
• Knowledge of mobile networks, devices and all aspects of this function.
• Knowledge of Telephony/Communication software. (VoIP)
• Testing and Deployment of applications in a mobile environment along with ensuring data security.
• Experience of TCP/IP networking including cable making and wireless LAN networking.
• Ability to troubleshoot and diagnose problems in a logical manner.
• Excellent interpersonal skills both oral and written and ability to communicate at all levels within the organisation and 3rd parties.
• Works well within a team and with the ability to demonstrate initiative.
• Commitment to delivering quality work at all times.
• Ability to work under pressure and to deliver work against tight deadlines.
• Attention to detail.
• Strong organisational skills, time management and prioritisation skills.
• Self-motivated and Innovative.
• Problem solving ability and prioritising own workload.
• Work within set procedures determined by the ICT Management Team.
• Ability to formulate solutions using own initiative.
• Able to identify potential areas of risk, evaluate and implement resolutions.
• Knowledge of ITIL or trained to ITILv3 Foundation desirable.
• Understanding or experience of working in a virtualised environment.
• Have an overall ICT awareness of software and be highly skilled in all other general aspects of ICT with at least 2 years’ experience in an ICT setting.
• The ability to explain technical issues to non-technical staff.

CLOSING DATE FOR APPLICATIONS 30 JULY 2025

INTERVIEWS TO BE HELD IN PERSON 4 AUGUST 2025

We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist