IT Support Engineer

Versatile, pro-active and contentious on-site IT Support Engineer required for busy Conveyancing office in Manchester.

As an IT Support Engineer your main duties will be liaising with on-site staff regarding their IT issues, logging tickets, evaluating and resolving/escalating IT incidents that are raised by the Conveyancing Direct business. The job is located in Manchester and is office based.
You will work to a high level of accuracy, consistency and be able to work autonomously, with limited input from your Team Leader while understanding and applying service policies, processes and work instructions to ensure Conveyancing Direct colleagues receive the highest level of service.

Working as part of a wider IT Service Desk team, you will be supported by colleagues based out of our Head Office in Leighton Buzzard.

Responsibilities:

• Endeavouring to provide all colleagues with the best level of customer service and support.
• Incident management with appropriate resolution or escalation within published service levels and ensuring contact is made with all customers within agreed timescales.
• 1st Line support for all internal and external applications, websites and services used by the Conveyancing Direct business.
• Logging a ticket for all incidents.
• Ensure high levels of call management and communication to all parties throughout the lifecycle of incidents.
• Diagnosing all incidents and detailing this in individual tickets.
• Provide appropriate resolutions or escalation within published Service Levels.
• Full understanding of major incident, escalation and support processes.
• Full understanding of nature of business.
• To aim for continual improvement to give the best service possible to the business.
• Maintain on-site printers, photocopiers and fax machines.
• Liaise with 3rd party maintenance companies on all issues.
• Perform routine maintenance, replace toners Manage and restock required consumables and toners.
• Administering Third Party accounts for all new starters and leavers.
• Maintain and contribute to the Central IT Service Desk knowledge base.
• Support IT projects as required.

Requirements:

• A sound understanding of the principles of customer service
• A general understanding of:
• Servers
• Networking
• E-mail
• Internet
• VOIP Telephony
• A good level of grammar and spelling.
• Educated to GCSE Level (or equivalent) in Mathematics and English Language.
• Knowledge and experience of working with current IT Systems including a working knowledge of Microsoft core desktop product.

Connells Group is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,200 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions. Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.