Support Engineer

We’re looking for a Support Engineer to come on board and help us deliver great first line support to our extensive public & private sector customer base. 

We’re an IT consultancy and managed service provider, and our service desk delivers our core managed service tasks, as well as providing internal and external support.

What is the role?

As a Support Engineer at PowerON, you’ll monitor incoming support tickets and provide 1^st line response, resolving where you can, and escalating as needed to provide an exceptional customer experience to both external and internal customers. You will also contribute to the delivery of managed service activity through the completion of scheduled maintenance tasks.

This role can be primarily home-based, but you will need to live within practical commuting distance of York, as the role involves both ad hoc and planned tasks requiring access to the office facilities – for example, setting up kit for new starters, or carrying out extensive customer laptop build projects.

Who are we looking for?

At PowerON, we believe that mindset and strengths are key. To succeed as a Support Engineer, you will need curiosity and eagerness to learn – you’ll be working with some of the best people in the business, and you should take every opportunity to learn from those around you, and from the issues you support. You’ll need pragmatism – applying common sense to your working practices, to help meet SLAs and ensure you work in a logical, orderly way. And you’ll need attention to detail – understanding the process and its context, you ensure you follow it through to completion. That might mean maintaining inventory of equipment, software and licenses, actioning starter/leaver processes to ensure we remain compliant with our ISO procedures, or proactively updating a knowledge base article if you notice something has changed.

From a technical perspective, you will need proven experience of providing 1^st tier support in a large/enterprise organization environment – ideally working with a range of external customers, using phone, email, and a Service Desk tool to communicate clearly, effectively and within agreed SLAs. You should be confident in troubleshooting Windows 10/11, Microsoft Office 365, and general software related issues at a first line level. Beyond troubleshooting, your core tasks will involve Azure Entra ID (Azure AD), managing devices (including mobiles) with Intune and Config Manager, and deploying software and build configurations using Task Sequences and Config Manager; you’ll need to be able to demonstrate some experience in most or all of these areas, with the ability to refine your skills quickly where needed.

We work to ITIL methodologies, so if you have any previous experience of working to the ITIL incident management, that will help you too.

If this was TL;DR, what do you need to know?

• Windows 10/11 troubleshooting
• Microsoft Office 365 troubleshooting & deployments
• Azure Entra ID (Azure AD)
• Device management, ideally including Windows, iOS and Android devices
• Intune and Config Manager device management, software deployment, and configuration & build activity.
• Excellent communication, organisation, troubleshooting and desire to learn.

Working at PowerON

We’re an IT and technology solutions provider and Microsoft partner. We help organisations implement innovative IT, technology and security solutions that protect businesses, streamline operations and improve user experience.

At PowerON, we all work to our values of communication, teamwork, responsibility, recognition, learning and quality. The IT market is ever-changing, so no matter what role you are in, you need to bring a spirit of curiosity, a desire to learn, and a willingness to own your area of responsibility. We believe that if you have these three key attributes, you will succeed and progress in the business!

Our working hours are 9am – 5.30pm, however we offer flexible, remote working options as standard, along with 25 days’ holiday per year (with an increase of one day per year to a total of 28), a holiday trading scheme, and 2 flexible bank holidays for religious observance.

We offer free access to LinkedIn Learning and invest heavily in training to support your career and personal development.

We also offer a great benefits package, including pension, health cash plan, retail discounts scheme and more.

Our team is spread across the UK however we meet up regularly for company away days, parties, training and team meals out.

Interested?

Click here to read the job description and get a full overview of the role and responsibilities.

Find out more about our services, our values and meet the team.

Next Steps

If you think you’d be a great fit for this position or know someone who might be, please email your cover letter and CV to HR@poweronplatforms.com

Please note that PowerON are an equal opportunities employer. Please engage directly via our HR as applicants represented by an unsolicited recruitment agency will not be considered.