IT Support Engineer

Position Overview:

The IT Support Engineer at Admit One is a customer-facing role responsible for delivering first-line support to clients across the globe. This role involves resolving technical issues, assisting with hardware and software installations, and providing end-user training. The IT Support Engineer plays a key role in maintaining customer satisfaction and ensuring smooth operation of Admit One’s software and hardware solutions.

This position requires strong communication skills, a proactive approach to problem-solving, and the ability to work collaboratively within the Support Team and across departments.

Key Responsibilities:

Customer Support & Troubleshooting:

• Provide first-line support via help desk and phone, resolving customer issues efficiently and professionally.
• Investigate and troubleshoot software, hardware, and configuration issues.
• Escalate complex issues to the Support Team Lead or other departments as required.

Technical Assistance & Setup:

• Assist the Project Management team with hardware and database setup for new installations.
• Support the Development Team by gathering detailed information on bugs and system behaviour.
• Conduct site visits when necessary, including hardware installation and configuration.

Training & Documentation:

• Deliver end-user training on Admit One software and hardware solutions.
• Create and update knowledge base articles to support internal and customer learning.
• Propose improvements to documentation and support processes.

Customer Relationship Management:

• Build strong relationships with customers through direct communication and proactive support.
• Maintain ownership of assigned support cases and ensure timely resolution in line with SLA targets.
• Monitor customer accounts and identify recurring issues or improvement opportunities.

Skills and Competencies:

• Customer Service: Strong interpersonal skills and a desire to help others.
• Problem-Solving: Analytical thinking and a proactive approach to resolving issues.
• Communication: Clear and professional verbal and written communication.
• Technical Aptitude: Interest or background in operating systems, hardware, and software.
• Teamwork: Ability to collaborate effectively under pressure.

Qualifications and Experience:

Prerequisite:

• Customer service experience
• Strong team player with ability to work under pressure
• Excellent communication skills
• Desire to solve problems

Desired:

• Background or interest in IT systems and support
• Experience working to SLA targets
• Analytical thinking skills
• Experience in the Cinema or Entertainment industry
• Spanish, Portugues, French, German

Reporting Lines:

• Reports to: Support Team Lead
• Works closely with: Support Team, Engagement Managers, QA, Product Team

Job Type: Full-time

Pay: £23,500.00-£25,500.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Flexitime
• Free parking
• On-site parking

Work Location: In person