About the job
About Us
At Resonate Technologies, we specialize in providing cutting-edge software products and services tailored to enhance the operational efficiency of rail services. Our vision is to develop a seamlessly connected rail network, leveraging advanced technology and extensive industry experience to tackle transportation challenges across the UK and beyond. We transform innovative ideas into beloved products, crafting control systems and digital platforms that optimize operational management and support customer journeys throughout the rail network.
Role Overview
The IT Support Engineer plays a pivotal role in ensuring the effective day-to-day operation of all IT hardware, software, and SaaS applications within the organization. This position is essential for maintaining operational continuity and delivering timely, effective IT support to users. The IT Support Engineer will also contribute to the successful execution of operational IT projects and the continuous enhancement of IT services. In this dynamic technology environment, the role is crucial for upholding service levels, safeguarding system security, and facilitating smooth business operations.
Key Responsibilities
- Diagnose and resolve IT support issues, escalating as necessary to adhere to operational and SLA standards.
- Record, track, and manage incidents and requests using the company Service Desk system.
- Perform user administration and basic configuration changes for company SaaS applications (e.g., email, collaboration tools, ticketing systems).
- Oversee ICT support processes including:
- Management of software licenses
- Procurement and distribution of IT assets
- Mobile device management
- Laptop builds
- Provide technical support during IT procurement, liaising with suppliers and managing purchase administration.
- Maintain accurate records of the company’s ICT hardware and software assets, including licenses.
- Ensure secure implementation of ICT solutions and advocate for security best practices.
- Operate diligently and responsibly, maintaining confidentiality and data security at all times.
Qualifications
Essential Skills and Experience
- Bachelor’s degree or equivalent qualification
- Proficiency in Microsoft Operating Systems and Office applications
- Experience in an IT support role
- Flexibility to provide support outside of standard working hours as necessary
Desirable Skills and Experience:
- Familiarity with Service Desk ticketing systems
- Experience in SaaS administration (e.g., Microsoft 365, collaboration tools)
- Understanding of IT procurement and asset management
- Knowledge of ITIL or other service management frameworks