Technical Engineer

As a Technical Engineer, you will be responsible for:

Internal Service Desk

• Provide first line support to internal users for all enquiries into the IT service desk.
• Diagnose, troubleshoot and test solutions for all issues and where necessary escalate to relevant other technical teams.
• Provide desktop PC, laptop and other IT equipment support to all users.
• Build and maintain servers and workstations for internal and external use.
• Participate in new starter inductions and training users on new applications / setups as necessary.
• Manage network infrastructure at the headquarters, including:
  • Domain maintenance.
  • Mail servers.
  • Messaging gateways.
  • Anti-virus servers.
  • File servers.
  • RSA servers.

Server and Customer Equipment Production

• Ensure hardware produced by both Redwood and third-parties is working effectively and efficiently.
• Follow all Group policies and procedures in the production, logging, posting and/or deploying of hardware.
• Personally deploy hardware on sites when required.
• Establish relationships with external strategic partners when necessary.

Customer Service and Communication

• Deliver high standards of customer service, regularly updating users on progress as necessary.
• Establish and maintain good relationships with managers and users around the business.
• Ensure that internal customer SLAs are met and measured.
• Provide detailed and accurate update/progress reports to management as required.
• Maintain up to date and accurate updates in the chosen ticketing system.

Projects / Upgrades

• Engage with a variety of projects, ensuring delivery to the highest standards within given timeframes.
• Liaise with other departments and also external suppliers to organise projects and deliver results.