Internal IT Engineer

Job Overview

We are at a pivotal point in our tech progression. We’re looking to grow our business and replace and consolidate systems. It’s an exciting time to join the team in a captivating period.

As an Internal IT Engineer, you will be responsible for ensuring that the business is always fully equipped to deal with their daily duties. This will be in relation to all aspects of security, infrastructure, applications and IT services. You will also be responsible for operating and maintaining the wide array of IT systems critical to the success of the business. Internal IT Engineers work with minimum supervision and sometimes to short deadlines. They are great communicators, pride themselves on continuous learning, are flexible and enjoy being part of an environment that is maintained using standard operating procedures, detailed documentation and team training.

As a member of the Internal IT team you will be working as part of the wider Tech-Ops group providing optimal service to our end users. Ensuring that tickets and incidents have a detailed summary of events, have sufficient documentation to support investigations and give the right balance of technical and non-technical information.

The team's main objective is to ensure IT “gets out of the way” of our colleague's goals and becomes an enabler. This will be concerning all aspects of security, infrastructure, applications and IT services. you will also be responsible for managing the wide array of IT systems critical to the success of the business.

This position requires travel to the Newcastle office 1-2 per month

As an Internal IT Engineer at Partnerize, You Will:

• Work closely with teams throughout the business to ensure technical issues and projects are correctly managed.
• Ability to respond to every incoming request following standard operating procedures.
• Ensures the appropriate processes and standard operating procedures are continuously reviewed to improve the quality of support provided.
• Monitors incoming tickets and ensures tickets are resolved within contractual SLAs and internal OLAs.
• Ensure there is relevant, technical and non-technical, information provided in ticket updates to sufficiently communicate the status to the end user.
• Work closely with other resolver groups to help maintain, develop, and improve IT solutions for the business.
• Report team and individual performance achievements to the Internal IT Lead to ensure they are recognised through the appropriate channels.
• Manage and monitor all IT support tickets to ensure the Technical Support function runs smoothly and efficiently.
• Has a good understanding of service management framework principles and processes.
• Investigating, diagnosing and resolving major incidents.
• Ensuring any proposed changes are approved through the Change Advisory Board and follow agreed processes.
• Contribute to post-incident root cause analysis meetings and take ownership of improvement ideas.
• Undertake training by reading content in manuals, online forums or books.
• Writing technical documentation.
• Supporting global customers.
• Competent at translating technical information into business language for both team members and customers.
• Ability to analyse all possible courses of action and selecting the best solution based on all the facts available.
• Able to plan and organise workload in line with Service Level Agreements, deadlines, team tasks and personal development.

Essential Knowledge, Skills and Experience

• Experience in a help/service desk support role managing service requests in a ticketing system.
• Experience of end user technical support, resolving customer issues in a timely manner.
• Experience supporting end user Windows devices.
• Experience managing Microsoft infrastructure.
• Knowledge of MDM/UEM systems.
• Working to deadlines with planning and organisational skills.
• Writing user and technical guides along with standard operating procedures.
• Excellent written and verbal communication skills.
• Experience maintaining and supporting the following platforms - Google Workspace, Office365, Azure Active Directory, Slack & Zoom

Desirable Knowledge, Skills and Experience

• Keen interest in technology.
• Experience of Service Management Tools.
• Experience supporting end user Mac devices.
• Experience of PowerShell.
• Experience or knowledge of Asset management.
• Experience or knowledge of Stock control.
• Good understanding and basic management of office networks, both wired and wireless.
• Experience of managing a VPN service for remote connectivity.
• Awareness of end user and device security policies and framework.
• Knowledge or experience of the following platforms - Jamf Pro, Microsoft Intune, Snipe-IT, Atlassian Jira/Jira Service Desk/Confluence, ZenDesk, LastPass, Hubspot & Sophos Endpoint Security

At Partnerize, we recognize it is unrealistic for a candidate to fulfill 100% of the criteria in this job description. We encourage you to apply if you feel you meet the majority requirements above. We know that skills evolve over time, so if you have a keen appetite to learn and evolve alongside us overtime, come join our team!

• 25 days holiday in addition to bank holidays 
• Enhanced parental leave (Partnerize Parents) 6 months full pay, 6 months half pay and 5 extra 'Partnerize Parental Days' each year
• Regular company events and activities
• Enhanced pension contributions
• Cycle to Work scheme 
• Eye Care Vouchers 
• Private Medical Insurance
• Life Assurance
• Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program