IT Support Engineer

🏡🏢This role is fully on-site, the IT Support team work from our London (Moorgate) Office 5 days per week. 

IT Support at Capital on Tap
IT Support operates within the IT Services team, working in conjunction with Infrastructure and Security teams they provide first class end user support across all IT needs and also provide system implementation, administration and support for all internal domain services such as internal networks, wifi communications, AV setup, and software/hardware administration. 

What You’ll Be Doing
We are looking to hire an IT support engineer to assist our users with computer hardware and software issues. You will be required to work on-site in our London office assisting with user account and hardware setups, hardware installations, software upgrades, systems integrations, and basic user-facing IT-related issues.

To ensure success as an IT support engineer, you should have some prior commercial knowledge of home and office systems, excellent problem-solving skills, and high-level interpersonal skills. A top-class support engineer provides fast and effective support for users experiencing hardware and software issues. You’ll be:

• Responding to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call. 
• Providing assistance to our customer operations teams in relation to the company’s bespoke applications
• Contacting users to find out the nature of the problem.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Taking responsibility for adhering to ticket SLA’s for yourself and the wider team.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing basic training in computer operation and management.
• Setting up office equipment and assisting with office and team relocations.
• Setting up new equipment and accounts for new joiners to the business.
• Assisting with the management and maintenance of user accounts across multiple platforms.
• Taking ownership of managing and maintaining the asset register.
• Providing feedback on processes and helping to improve these using previous experience.
• Generating documentation for processes.
• Prepared to be part of an on-call rota covering out of hours support.

We’re Looking For 🔎
Required skills:

• Prior commercial work experience as a desktop/IT support engineer or support technician.
• Knowledge of popular operating systems, software applications, and remote connection systems such as Microsoft Windows 10/11, Azure Active Directory, Google Workspace Slack, Jira, Office 365, Intune, Autopilot, Mac OS
• Advanced knowledge of computer hardware systems (Dell laptop and desktops preferred).
• Ability to solve complex hardware and software issues.
• Ability to travel and work after hours when necessary.
• Excellent interpersonal skills.
• Good written and verbal communication skills.

Nice to have skills:

• Experience or exposure to data administration and SQL
• Experience with OS patching upgrade management.
• Appreciation of working within IT Security frameworks such as ISO27001, NIST
• Experience or exposure to computer networking (Cisco, Palo Alto) 
• Microsoft or IT-related certifications (ITIL, CompTIA, etc) preferred.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝
🤝First stage: 15-30 minute intro and values call with Talent Partner or Team Manager (Video call)
🤝Second stage: 45-60 minute CV overview and technical assessment with Team Manager (Video call)
🤝Final stage: 45-60 minute culture and technical chat with Office Management and IT team member (In person)