IT 1st Line Support Engineer

Job Details

Role Summary

The role will provide IT 1st Line Support to Aventum Group and its associated entities, helping colleagues resolve day-to-day technical queries and ensuring IT services and equipment operate effectively across the business. This is an entry-level opportunity for someone with a background in Computer Science, IT or a related subject who is looking to start their career in IT. No previous Service Desk experience is required, as full training and support will be provided.

The role will involve responding to support requests through the IT Helpdesk (Zendesk), assisting with IT applications and equipment, supporting Microsoft 365 and other cloud-based systems, and following established IT processes and procedures. The successful candidate will have the opportunity to develop their technical knowledge and gain valuable hands-on experience within a busy IT environment.

We are looking for someone who is enthusiastic about technology, keen to learn and develop, and enjoys helping others. A proactive, organised and customer-focused approach is essential.

Role Accountabilities

• Maintain a 99% Service Level Agreement (SLA).
• Ensure the Joiners, Changers, and Leaver's processes are followed correctly.
• Provide end-user support regarding IT applications.
• Support the administration of cloud-based applications, including Microsoft 365.
• Set up and support IT equipment, including mobile phones, PCs/laptops, routers/switches, printers and scanners.
• Support scheduled IT processes, including system backups.
• Maintain hardware stock levels and keep IT areas tidy, including the stock cupboard, IT room and desks.
• Ensure that all IT hardware/equipment is switched on and in working order each morning in our London office.
• Undertake any additional duties as assigned.

Role Requirements

• A degree, qualification or relevant educational background in Computer Science, IT or a related subject.
• An interest in developing a career within IT and IT Service Desk support.
• No previous IT Service Desk experience is required; full training will be provided.
• Basic understanding of IT systems, hardware and software.
• Willingness to learn new technologies, systems and processes.
• Ability to follow instructions and established processes accurately.

Skills and Abilities

• Comfortable using Microsoft Office applications and willing to develop knowledge of Microsoft 365.
• Responsive and customer-focused approach to supporting end users.
• Flexible approach to working hours and tasks.
• Willingness to travel to support or visit remote sites when required.
• Good problem-solving and analytical skills.
• Strong attention to detail and a methodical approach to tasks.
• Good verbal and written communication skills.
• Good time management and ability to manage priorities.
• Strong team player with the ability to work collaboratively.

Management Duties

• No

FCA Conduct Rules

Under the Senior Managers and Certification Regime the FCA and Aventum expects that:

• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the FCA, the PRA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.
• You must act to deliver good outcomes for retail customers.