ICT Engineer

ICT Engineer

Location: Hemel Hempstead

About Us

Intact Software Inc delivers perfect-fit software solutions that elevate the businesses of our customers. Powered by our customer-focused, collaborative, and innovative team of Intacters, our software is used by more than 2,500 businesses worldwide.

Continuously innovating since 1992, our open and trusting environment has created lasting relationships. Intact's founders and many of our first team members are still a core part of the organization. Intacters drive our culture and success and our goal is to inspire, support, and help all to develop – and enjoy – their careers.

Intact was honoured in the Deloitte Fast 50 for the fourth year running in 2020. To stay future-focused, we are always looking for dynamic team players who are customer-focused and share our enthusiasm for technology. If this sounds like you, then come elevate your career at Intact.

Scope of Role

As an ICT Engineer you will be working in a busy engineering team, engaging closely with end customers on a regular basis and should enjoy this level of interaction.

You will take full ownership for a customer issue through our ticketing system and will work with the wider Support Team to get a resolution for the customer.

In addition to providing technical support within the team environment, you will also share your technical knowledge with technical support staff.

The position will be based in Intact UK HQ in Hemel Hempstead, occasionally working on customer sites with expected up to 20% travel.

This is a varied and demanding role for an experienced and enthusiastic individual who would enjoy the challenge of working in a customer-facing environment.

This role is a full-time permanent position and a full clean driving licence is required.

Responsibilities

• Provide support to Intact’s customers for their IT needs, in a friendly, customer-oriented manner.
• Provide expert-level technical support to address complex issues. This may involve troubleshooting hardware, software, and network-related problems.
• Take ownership of escalated incidents, ensuring they are resolved efficiently and effectively within agreed-upon service level agreements.
• Identify underlying root causes of recurring incidents and implement long-term solutions to prevent their recurrence. Conduct thorough root cause analysis and document findings for future reference.
• Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption to operations.
• Create and maintain comprehensive documentation.
• Build strong relationships with customers and third-party service providers to resolve technical issues and procure necessary hardware or software.
• Provide guidance and support to other team members.

Who You Are

A technical professional with experience in an IT Support or IT Service Desk position, the ideal candidate will have:

• Confidence in using the Microsoft suite of products such as Office 365 and MS Office.

• Microsoft Windows desktop and server configuration and support experience
• Microsoft Exchange On Prem and Online configuration and support experience
• Terminal server environment configuration and support experience (Citrix, AVD, RDS)
• Active Directory configuration and administration
• Strong knowledge and understanding of Group Policy
• Strong general networking skills (CLI, Subnetting, NAT)
• Good understanding of DNS
• Router configuration and support experience (Cisco, HP, Draytek)
• Firewall configuration and support experience (Watchguard, SonicWALL)
• HP ProLiant & Dell PowerEdge Server Hardware support experience
• VMware & Hyper V support experience (VCP an advantage)
• Storage technologies (NAS, NetApps, Synology)
• Strong understanding of Office 365
• Strong understanding of Microsoft Azure
• Strong understanding of SSL Certificates7

• Experience with Microsoft SQL Server 2012 and later – Setup, configuration, backups and maintenance plans.
• Knowledge of Email filtering / anti-spam solutions.
• Knowledge of Networking and related technologies – Active Directory, DNS, DHCP, VPN, Firewall.
• Familiar with virtualization technologies such as Hyper-V and VMWare.
• Demonstrable experience with public cloud platforms.
• Experience with automation scripting languages Python and PowerShell.

They must also have the following personal skills:

• Must be customer focused and able to work on own initiative.
• Excellent organisational skills.
• Drives best practice and documentation requirements within the team
• Have keen interest in IT and a willingness to learn

Knowledge and Experience

Sc. / M.Sc. Computer Science / Information Systems / IT Operations Management

1+ years of experience providing system support in a technical environment working with customers (Software as a Service companies preferred)

Benefits and Culture

Our perfect fit ethos extends to our Intacters, ensuring that our roles, environment, benefits and progression paths are geared toward their professional and personal development.

As noted, Intacters drive our culture. Our iSocial group organises a number of Intact social events and activities throughout the year, such as summer BBQs, golf outings, charity hikes and more.

In addition to a competitive salary and a robust social calendar, we offer a great range of benefits including:

Healthcare: Your health and well-being matter to us. Intact offers private healthcare to its employees.

Flexibility: Our flexible working plan helps Intacters to manage a better work-life balance.

Pension Plan: Intact contributes up to 3% of an Intacter's salary, helping them plan for the future.

Exercise Reimbursement: Whether it's a gym or a golf club membership, we support the efforts of Intacters to keep active.

Holidays: Intact offers 25 days of paid leave, including bank holidays