Technical Support Engineer

Reporting directly to the IT & Technical Support Manager the Technical Support Engineer is responsible for delivering onsite and remote technical support to internal and external corporate stakeholders. Engaged in call logging, detailed analysis, diagnosis, and effective resolution of IT incidents, while overseeing the fulfilment of service requests, implementation of changes, and executing IT security protocols related to a broad spectrum of technology service issues. Veezu are fully committed to ISO27001, while also striving to offer our stakeholders a premium customer service experience with every interaction.

Veezu is a great place to work; a great place to invest in your career and a great place to continuously learn and develop!

About Veezu - Veezu is on a mission to be the #1 hyperlocal journey provider in the UK. We provide efficient, safe, and easy ways for people to travel, combining the knowledge of experienced local driver partners with advanced consumer technology to make amazing journeys happen every day.

What you'll do

• Join a cohesive support team, acting as a unified point of contact to offer first and second line technical assistance through Phone, Email, Portal, On-Site, and Remote channels.


• Proficiently receive, log, and manage user inquiries via the Call logging system, ensuring first-time resolutions wherever possible.


• Engage actively in the rollout of both tailored and standard application enhancements.


• Conduct routine maintenance tasks, such as ensuring Antivirus compliance, overseeing Security patch updates, managing Image builds & updates, and handling various IT Security responsibilities, notably user & security group administration within Active Directory.


• Consistently align with both individual and team SLA / KPI objectives, ensuring timely escalations to avert potential failures.


• Cultivate enduring relationships across the customer spectrum, always clarifying the steps to resolution and upholding our promise of "saying what we do and doing what we say."


• Rigorously follow the escalation process to promptly notify senior IT management of any pressing issues.


• Provide On-Call & Out-of-hours support as necessary.


• Maintain a commitment to the highest ethical and professional standards in every interaction, ensuring quality in alignment with our company's core values.


• Execute any additional tasks deemed appropriate by the Line Manager with the same level of dedication.
  
  While an MCDST / A+ certification or its equivalent is highly recommended, what's paramount is your demonstrable expertise in the domain with experience delivering excellence in previous roles.


• A foundational grasp of ISO27001 and ITIL principles a distinct advantage.


• Demonstrate proficiency in various IT paradigms and technologies, including but not limited to PCs, Printers, Networking, Microsoft suites, Active Directory, and security solutions.


• Beyond technical acumen, your problem-solving acuity, interpersonal finesse, commitment to timelines, attention to detail, and an inherent passion for continuous learning will set you apart.


• Comprehensive expertise in Microsoft-based operating systems, especially Windows 10/11, complemented by hands-on experience with Google mail/Office 365.


• Prior experience supporting operations centres alongside group business functions an advantage.


• Demonstrated knowledge in administering User & Security Groups within Active Directory.


• Proven track record in steering major incidents to resolution, adeptly managing business expectations and communications throughout.


• Hands-on experience in OS image construction and the packaging and deployment of OS/Applications.


• An unwavering commitment to delivering exceptional customer service, fortified by excellent telephone etiquette and interpersonal rapport.


• Eloquence in both written and spoken communication, underpinned by a recognized English qualification or equivalent industry benchmark.
  
  As well as providing you with inspiring leadership and an environment where you can take pride in what you do, you'll also benefit from:


• A great team environment of colleagues, managers and leaders!


• 25 days paid annual leave exclusive of the usual England and Wales bank holidays


• A day for your birthday


• Private Medical Insurance


• Workplace Pension


• Life Assurance


• Days off for charity and volunteering activities


• Access to our employee rewards, wellness & recognition platform provided via 'Perk Box' which includes high street discounts at shops, restaurants plus much more.


• Employee Assistance Programme: access to a 24/7 helpline for employees and their partner and dependants to professional support.


• Learning & development opportunities to help you progress and support in your career


Why Veezu

At Veezu we honestly believe that staff are our number one resource, without the wonderful people who work here we would be nothing. So, we do our best to ensure people feel respected, valued, cared for, and supported. Our staff really matter to us, you are at the heart of everything we do. We are enthusiastic about training, career development and progression. There are opportunities to gain experience and develop. We provide all training required to successfully deliver the role.

It matters to us that our workforce represents as many identities and backgrounds as possible. As such, we are committed to providing equality of opportunity for all current and prospective members of our team, at every level of the organisation.

At Veezu we believe in creating amazing journeys for all our colleagues. To start your journey with us click apply.

Permanent employment is conditional on having a satisfactory DBS check

Job Types: Full-time, Permanent

Pay: Up to £40,000.00 per year

Benefits:

• Company events


• Company pension


• Life insurance


• Paid volunteer time


• Private medical insurance


• Store discount


• Work from home


Schedule:

• Monday to Friday