IT Support Technician

NES Fircroft is collaborating with a global engineering company in Sheffield who are looking for an IT Support Technician to work with them  on a permanent position.

Purpose of the Role:

This newly created role will have split responsibilities: approximately 60% will involve SAP support, working with our existing SAP Support Analyst to handle day-to-day activities and user support, and providing additional cover during busy periods and annual leave. The remaining 40% will involve general service desk activities, supporting users remotely and in person with issues related to computer systems, hardware, and software. Ideal candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Role Objectives:

• Provide quick and effective assistance with defined IT systems.
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance.
• Prioritize customer satisfaction in all communications, escalating unresolved issues to the Head of IT.
• Collaborate with the ATOS service desk as needed to ensure problems are resolved quickly.
• Represent the client with professionalism and integrity while advancing our company mission.

Responsibilities:

• Monitor and respond to requests received via the IT mailbox in a timely manner.
• Provide first-line support for defined applications such as SAP.
• Assist internal customers with troubleshooting hardware and applications.
• Provide additional support across the IT team during busy periods and holiday cover.

Knowledge & Skills:

• Proficient IT skills with the ability to learn quickly.
• Strong time management skills and the ability to work to tight deadlines.
• Ability to work both individually and as part of a team.
• Problem-solving and analytical skills.
• Ability to break down technological processes and deliver clear, step-by-step instructions to internal customers.
• Patient, friendly demeanour with a good aptitude for listening.
• Strong verbal and written communication skills.
• Commitment to providing exceptional customer service.

Preferred Qualifications:

• Experience working as an IT help desk technician or in a similar customer support role.
• Some IT support experience with systems such as Microsoft Office and SAP is advantageous, though training will be provided to the right candidate.
• Experience troubleshooting hardware and software.
• Passion for problem-solving and delivering excellent customer service.
• Tech-savvy, with experience working in a tech-related field.
• Ability to diagnose and resolve a variety of technical issues.
• Collaborative mindset, working within a small team to support business demands.

If you are interested in the above position, please forward your updated CV.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.