About Engineius

Engineius’ goal is simple: to make vehicle movement easy. We are on our way to creating the leading end to end movement solution in the UK for our customers (such as Hertz and The AA), delivered by our network of 500+ drivers and transport agents across the UK.

We went live in April 2018. Since then, we have acquired over 80 clients, many of which can claim to be amongst the largest players in the UK automotive industry. We are already one of the largest competitors in our space but have ambitions to grow much further.

And we can see our hard work paying off, so much so that we are very proud to have received two high-profile awards in 2021, including the best fleet service software product at the Business Car Awards, and the fleet management innovation award at the Company Car Today Innovation Awards! Additionally, as of January 2022, we have been approved as a climate-neutral company!

About the position

As an IT Support Engineer, you will be a core member of the IT team and be responsible for handling the IT department’s day-to-day tasks and supporting all teams with their technology requirements. You will need to ensure the office environments and network stations are secure, assisting users with their IT-related challenges, owning the procurement of both hardware and software and maintaining IT owned backend systems such as databases and IT applications.

We have an in-house platform used by every area of our business to deliver our vehicle movement service. Up-time, response time and an amazing experience are critical for Engineius to provide our service and ensure our customers have a great experience. Our application is hosted in AWS on Linux containers, developed in C# with a SPA Angular front-end along with an accompanying mobile app on iOS & Android. Being the 1st line of support for our applications is key to ensuring our users and system do not encounter any downtime.

The role will uphold the helpdesk escalation process and be responsible for maintaining a high level of customer satisfaction and finding ways to measure and improve it. The IT Support Engineer will be the connection between IT support and business clients/staff.

The primary objective will be to layout the query escalation process for troubleshooting and to ensure that the helpdesk system remains fit for purpose as the business’ technology evolves.

Aside from these fundamental tasks, the IT Support Engineer will also assist with business technology and equipment, including installation, maintenance and assessments.

This role will be fast-paced and needs a self-starter who can manage their own workload and shift priorities day to day.

We offer hybrid working with 2 - 3 days from home, the others being in our Birmingham Office which is located in the heart of the city centre.

Key responsibilities

Main responsibilities will include (but not limited to):

Supporting the development and growth of IT services and systems across the organisation
Take ownership of the organisation's Office 365 and Azure tenancy
Handle diagnosis and troubleshooting of computer to discover and solve hardware and software faults
Handle logging of queries for both customers and employees
Management, prioritisation, escalation and resolution of support incidents
Responsible for the installation and configuration of software on computer systems
Triage and lead the investigation into reported application and hardware related issues via a helpdesk channel and ensure they are being properly tracked and work to actively prevent regressions
Ensure the ticketing and documentation process for all support incidents is adhered to
Develop the online FAQ and support article knowledgebase
Maintenance of all Office IT equipment
Network computers in various departments when needed
Account for backup of systems and all data and make effort for effective safety protocols
Responsible for the management of the organisation’s email accounts
Make recommendations for and seek improvement of the company’s IT department
Responsible for analysing call logs to discover trending matters and issues

Skills and experience we are looking for

Computer Science, IT degree or equivalent
Experience in Networking, e.g. CCNA
Demonstrable experience in basic hardware repair, e.g. replacing drives and RAM
Excellent software knowledge of Office 365 and Azure AD Management
Windows Server, Windows Desktop, Active Directory, Azure Active Directory experience
Experience in managing a large number of devices under MDM solutions, such as Microsoft Intune
Ability to resolve problems and issues on a daily basis, in a timely manner
Excellent communication skills, both written and verbal
Ability to work well under pressure and naturally possess good interpersonal skills

What you can expect

Competitive salary based on experience
Discretionary bonus subject to company and individual performance
Great central Birmingham office location (Somerset House, 37 Temple Street, Birmingham, B2 5DP – free use of the gym, showers, free breakfast, hot drinks and more
Well-being is important to us - we offer free access to LifeWorks
25 days holiday which increases by an extra day for each full year you work with us (capped at 30 days)
Workplace pension
Discounts on private health insurance, major retailers, gyms, cycle-to-work scheme
Fantastic opportunity to join a high growth company at an early stage
We truly believe that diversity and inclusivity make better teams – we want to receive applications from as wide a range of people as possible. We want you to be you

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