IT Support Engineer

As an IT Support Engineer, your main responsibilities include providing first and second-line support for both internal and external business applications. You'll be troubleshooting hardware and application issues, monitoring application performance, and collaborating with the IT team as well as vendors for issue resolution. Additionally, documenting technical issues and training end-users are crucial parts of this role.

To qualify for the IT Support Engineer role, you should have experience in an IT support or application support role, with a solid track record in supporting business-critical applications. Proficiency in Windows and Linux operating systems, understanding networking fundamentals, and familiarity with cloud-based solutions are highly desirable. A full UK driving license and access to a vehicle are also necessary for this position.

The working environment for the IT Support Engineer is hybrid, allowing you to balance between working onsite in Leeds and remotely. This setup fosters a collaborative atmosphere while enabling flexibility in your work routine. You'll be part of a team that values open communication and ongoing colleague development, making it a supportive place to grow your career.

As an IT Support Engineer, you'll enjoy a wide array of benefits, including occupational sick pay, discounted insurance, health and wellbeing initiatives, and a contributory pension scheme. You can also take advantage of generous annual leave, enhanced maternity and paternity pay, and various discounts at local businesses, which truly reflect our commitment to employee wellbeing.

To excel as an IT Support Engineer, it's vital to bring strong analytical skills and a customer-focused approach. Be proactive in troubleshooting issues and seek opportunities for process improvements. Excellent communication with colleagues and end-users alike will also enhance your effectiveness in resolving problems and ensuring the smooth operation of IT services.

Discuss specific roles you've held, detailing the types of technical issues you handled and the environments you worked in. Highlight any relevant technologies or applications you've supported, emphasizing your troubleshooting skills and ability to manage different priorities.

Explain your approach to prioritization, such as assessing the impact of each issue on business operations. You can talk about using SLAs to determine urgency and how you communicate with end-users during busy periods to set realistic expectations.

Outline your systematic approach, starting with gathering information about the issue from users, replicating the problem, and researching possible solutions. Emphasize the importance of testing fixes before implementing them to ensure minimal disruption to users.

Share your methods for staying current, whether it's through online courses, participating in IT forums, attending conferences, or reading industry publications. Highlight your commitment to continuous personal development and how it benefits your role.

Provide an example that showcases your communication skills and conflict resolution capabilities. Emphasize how you listened to the user's concerns, empathized with them, and followed up to ensure their issue was satisfactorily resolved.

Discuss any specific tools you have experience with for monitoring application performance and how you used them to troubleshoot issues. Mention your understanding of metrics and log files which can inform application health.

Offer insights into your experience with cloud platforms such as Microsoft Azure, AWS, or others you've used. Talk about any specific projects or tasks that involved utilizing these platforms and how they’ve enhanced your skill set.

Explain the importance of documentation in IT support, how you typically document issues, and the methods you use to ensure that information is clear and accessible for both current and future team members.

Describe your strategies for testing updates before rollouts, such as using a staging environment, gathering feedback from users, and monitoring systems for any issues post-deployment. This validates your thoroughness and responsibility.

Articulate your motivation for wanting to join their company, focusing on their reputation, culture, and the impact you can have in helping them achieve their mission of providing seamless digital healthcare to patients.