Associate Support Engineer (on-site)

IFS

  • Staines, Surrey
  • Permanent
  • Full-time
  • 17 days ago
Company DescriptionIFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters-at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.Job DescriptionLocal Support Engineer plays a critical role in ensuring seamless technology experiences for employees across the organisation. We are seeking a Associate Support Engineer to provide 2nd and 3rd technical support across a range of systems and applications. You will play a key role in ensuring the reliability of the tools and devices our people use every day, whether through remote troubleshooting or in-person local support.This role requires strong problem-solving skills, ownership of issue resolution, and the ability to collaborate effectively across teams.Key Responsibilities
  • Provide onsite support for end-user IT equipment, including Apple Mac devices, troubleshooting hardware and software issues, and managing IT equipment inventory.
  • Perform remote support for client computer setup, standard software installation/uninstallation, and hardware, operating system, and software issue resolution across Windows and macOS platforms.
  • Support office IT equipment such as network devices, Teams conference rooms, printers, projectors, and screens.
  • Assist in deploying new applications, services, and software updates to ensure office infrastructure security and compliance.
  • Maintain a high level of information security in collaboration with the SOC team for hardware, files, and users.
  • Take ownership of assigned tickets, ensuring timely resolution and adherence to SLAs, with proper documentation and logging.
  • Provide exceptional customer service through various channels including in-person, phone, Teams, email, and ticket systems.
  • Perform device configuration, patching, imaging, and user onboarding for secure setups, including macOS device enrollment and configuration via MDM tools (e.g., Jamf, Intune).
  • Support video conferencing systems, mobile devices, and office networks across multiple platforms.
  • Troubleshoot complex or persistent issues, engaging third-line support when necessary.
  • Collaborate on local IT projects, system rollouts, and user environment changes.
  • Contribute to knowledge base articles and documentation to enhance internal knowledge sharing.
  • Occasionally travel within the region to provide IT support.
Core Competencies & Skills
  • Technical Troubleshooting - Confident diagnosing and resolving a range of user hardware, software, and access issues on Windows and macOS.
  • macOS Expertise - Familiarity with macOS system administration, including user account management, software installation, and troubleshooting common Mac-specific issues.
  • Ownership & Accountability - Takes responsibility for resolving issues and providing clear updates throughout.
  • Communication - Explains technical concepts clearly to non-technical users, updates tickets with clarity and precision.
  • Adaptability - Able to manage changing priorities and support users in different locations or time zones.
  • Process Awareness - Understands and follows service processes, including escalation paths and documentation standards.
  • Collaboration - Builds strong working relationships with IT colleagues and contributes to shared support goals.
Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
  • Demonstratable professional experience in IT support, providing remote and onsite assistance.
  • Proficiency in Windows, macOS, mobile platforms, and Office 365 support.
  • Familiarity with ticketing systems such as ServiceNow or Jira Service Management.
  • Solid understanding of ITIL service management practices and processes.
  • Apple certifications such as:
  • Apple Certified Support Professional (ACSP) - preferred.
  • Apple Certified IT Professional (ACiT) - a plus.
  • Experience with macOS device management tools (e.g., Jamf Pro, Microsoft Intune, or Apple Business Manager).
  • Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, ITIL Foundation) are preferred.
  • Strong written and spoken English skills, with effective business communication abilities.
  • Experience working with a global customer base is advantageous.
  • Ability to thrive in fast-paced, dynamic environments.
  • Demonstrated professionalism and a service-oriented mindset.
  • Capable of independent work and collaboration in team settings, with excellent interpersonal skills
  • Must be able to work on-site 5 days a week from Bourne House, Lotus Park, The Causeway, Staines-Upon-Thames.
Additional InformationWe embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

IFS