IT Support Engineer

Company Context

VSI is a leading localisation company, offering foreign-language versioning services such as voice-over, dubbing, subtitling and translation. We have dedicated facilities in the world’s major media hubs, and provide services to some of the largest global brands.

Job Overview

Have you got a real passion for IT? Would you like a role where you can develop further? If you have answered yes, then we may just have the role for you.

We are looking for a IT Support Engineer to join our team. The IT Support department is built around strong processes and procedures, drawing on a strong operational background to ensure a consistently excellent service is delivered each and every time. As part of the wider IT department, you will provide IT support to our internal and external customer base. It is essential that any successful candidate have experience of this type of working environment.

This is a varied and interesting role where you will be responsible for delivering desktop support and other services across the business. You will be expected to deal with customers via email, chat, telephone and face to face, assisting the existing team in ensuring work coming into the team is actioned as quickly and efficiently as possible, maintaining our high service standards at all times. Work arrives into the team in a variety of ways and is then triaged and allocated to team members to work on to resolution. You will be expected to think on your feet and be willing to get involved in all tasks.

Key Responsibilities 

• Responding to queries via the helpdesk ticketing system or telephone

• Assisting other employees, freelancers and customers, with troubleshooting, diagnosis and resolution of problems

• Providing technical assistance when questions and problems arise

• Ensuring that helpdesk tickets are kept up-to-date

• Writing, editing, and publishing knowledge articles to support a federated approach

• Resolving problems with networks and other computer systems, ideally at point of contact

• Diagnosing system errors and helping to resolve them

• Following up with employees to ensure full resolution of issues

• Installing or changing software to fix issues

• Remotely accessing staff computers at appropriate times to make changes and fix problems

• Setting up new hardware for installation

• Following and executing pre-defined technical implementation or testing plans

• Logging of hardware into the asset management system

• Asset tracking and management

Essential Skills and Experience    

• Strong computer skills including MS Office and Email (Outlook)

• Working knowledge and experience of supporting windows 11

• Experience in deploying laptops and desktops

• Ability to work independently and solve problems, escalating where appropriate

• Basic knowledge of Apple Mac, iPads and iPhones

• Understanding of business networking infrastructure

• Experience of Windows Server and Active Directory

• Experience of supporting MS Office 365, OneDrive and SharePoint

• Experience with remote support software

• Understanding of virtualisation, preferably with some experience VMware ESXi

• Understanding of ITIL principles (ideally ITIL foundation certified)

Desired Skills and Experience

• Knowledge of entertainment media, other languages and a linguistic or creative background are a plus