IT Support Engineer (In-House)

Job Introduction

IT Support Engineer (In-House)       

Salary £25,000 to £27,000

Permanent   

FT – 35 hours per week

Hybrid – Ashford 2 days / Home 3 days

Closing date 7^th January 2024

You are a natural at trouble shooting, with a keen interest and knowledge of IT tech and how you can best support remote workers. You may have already worked as a Desktop Engineer / Service Desk Engineer but now seek a role within a large organisation supporting colleagues across the UK.  

At Saga, our Technical Operations team support c.2500 colleagues! With most of our workforce being remote. We need our IT Support Engineers to have a good all-round knowledge of IT equipment and tools and be able to use their own initiative to find the best resolution or diagnosis.  

You will report directly to the Lead Colleague Support Engineer and support the business across Office365, Laptops, Mobile Devices, Macs, ServiceNow, Zscaler and much more.

This is a frontline in-house IT support function; you’ll be key to ensuring the technology systems we all use continue to operate to the highest levels of our business performance.

** Remote/home with a hybrid approach, you will be required to attend 2 office days a week in Ashford, Kent. Due to our other office locations, it is essential you have a full UK drivers’ licence. When you are required to visit other sites, travel expenses will be paid. You will need to be within a reasonable commuting distance to Ashford to undertake this role.

Role Responsibility

Working as one of our Desktop Engineers, your responsibilities will be:

• Providing 1^st and 2^nd line support to our business user community. 
• Investigating and resolving incidents where possible following agreed support documentation and methods.
• Escalating incidents or service requests to the relevant team or 3rd party and monitoring the progress of these incidents or requests until resolution.
• Fulfilling requests for new hardware or software, ensuring that all requests are completed within the required timescales. 
• Always provide exceptional levels of customer service.
• Contributing to the development of improvements to existing products or services for the benefit of the business.
• Completing scheduled tasks to ensure key processes are maintained.
• Supporting colleagues in the use of technology equipment and services by providing the appropriate guidance.

The Ideal Candidate

We are looking for a candidate who can demonstrate the following skills and experience;  

• Recent experience of working as a Desktop Engineer. 
• Experience in customer service and has ideally supported a remote workforce or remote working businesses.
• Experience of supporting end user computing services (including Windows 10/11, Microsoft 365, laptops and mobile devices) is essential.
• Recent experience of using ServiceNow would be advantageous.
• Methodical approach to problem solving, works through a problem in a controlled, logical manner using a consistent approach enabling an efficient resolution to both simple and complex problems.
• Able to complete allocated tasks with minimum supervision to meet the SLA timescales.
• Good interpersonal and communication skills. Should be capable of communicating effectively with colleagues from all areas of the organisation using a variety of techniques.
• Resilient, able to work methodically under pressure. 

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. 

Benefits available for this role:

• 35 hours per week 8am to 4pm or 9am to 5pm
• Hybrid working model with 2-3 days in office per week at our Ashford  hub
• 25 days holiday + bank holidays
• Option to purchase additional 5 days
• Pension scheme matched up to 10%
• Life assurance
• Colleague discounts including family discounts on cruises and holidays!
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

We have an award-winning wellbeing programme, modern family-friendly policies including premature baby leave, enhanced maternity and paternity leave and our unique grandparents’ leave policy.

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to all our applicants, including those with disabilities and those who are over 50, we are champions of age inclusivity.

Saga is an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

#LI-Remote”

Saga Group