Company Description

Supporting a UK-wide network of over 6,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses.   

Giacom’s market-leading platform, Cloud Market, provides one place where partners can procure and manage comms, cloud, hardware and IT products and services, from the world’s leading vendors and service providers.

Our comprehensive portfolio of technology products and services gives our partners the competitive advantage to build bigger and more successful businesses by providing their customers with the best solutions and customer experience possible. 

At our core, we value diversity and inclusivity, creating an environment that empowers our team members to be their whole, authentic selves, every day. We believe that by embracing different perspectives and backgrounds, we can truly make a difference and shape a better future.

Are you ready to join us in our mission to supercharge UK business growth through the transformative power of technology enablement? Join us in fulfilling this mission and making a meaningful difference!

Job Description

• Department: IT
• Salary: £26,000 - £33,000 p.a. D.O.E + Comprehensive benefits package.
• Location: Bristol office (min 3 days a week office location)

Role Overview

The IT Engineer will be part of a team providing all aspects of IT support. The primary role is to ensure that both strategic and Business as Usual (BAU) requirements are met in order to deliver effective, stable and capable IT support and systems for the business across all sites. This is a hands on, varied role offering the successful candidate the opportunity to work with all stakeholders across the business, very much in a value-add capacity, and on a number of diverse IT projects.

Responsibilities & Accountabilities

• Offer daily operations and systems support to personnel.
• Manage a work queue of IT issues and prioritise as necessary.
• Fully investigate and understand both hardware and software components on Company approved installations.
• Troubleshoot hardware and software issues in person, remotely and by phone.
• Logging and categorising calls on the call logging system with high standards of detail.
• Proactive in providing feedback to customers regarding problem tickets until a resolution can be found.
• Liaising with intermediate support teams within the department and also third party companies.
• Record clearly and concisely the fault and resolution at a detailed level and in line with any timescales set out within any published Service Level Agreements.
• Manage the support provision from any third party supplier's.
• Provide trend analysis from Service Desk software including assisting with of daily/weekly reports.
• Housekeeping tasks, monitoring, checking and dispensing fixes for known issues.
• Escalate unresolved incidents to senior support teams.
• Contribute effectively to the establishment and maintenance of the IT. departmental knowledge base Assist personnel with installation, configuration and ongoing usability of system hardware and software.
• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the Corporate Intranet.
• Carry out any ‘ad hoc’ assignments as and when required.
• Compliant with health and safety company policy and legislation.
• Ensure that all procedures and resource allocations are compliant with company policy and GPDR legislation.

Qualifications

Part of a growing team, the candidate must have an understanding of Active Directory, Exchange O365 and Windows. Telecommunications Software experience would be beneficial, however candidates with good experience would also be considered as training will be provided.

The candidate should ideally have:

• A good technical knowledge of Windows 10/11.
• Windows Server and MS Exchange Administration/support including Active Directory and Microsoft Office.
• Remote Control Software i.e. VNC, Team Viewer.
• Strong analytical/problem solving abilities, especially in relation to continual service improvement.
• Experience in computer networks and systems maintenance.
• Experience on current network operating systems.
• Ability to meet deadlines and manage stress effectively in high-pressure situations.
• Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
• Strong sense of discretion and confidentiality.
• Excellent written and presentation skills.
• Be a proactive, self-starter with the ability to motivate and contribute to a diverse team.

Additional Information

At Giacom, we champion authenticity and individuality. Say goodbye to rigid dress codes and embrace the freedom to be yourself. Our work environment encourages and celebrates your unique qualities, providing a space where you can truly thrive.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation. 

If our advert has sparked your interest in joining the Giacom team, and you're still contemplating whether it’s the perfect fit for you, please don't hesitate to get in touch. We would be delighted to hear from you and have a conversation about all the exciting opportunities we have to offer. Your exploration of possibilities starts with a simple connection, and we welcome the opportunity to connect with you.

And what about the Giacom benefits…?

Working with Giacom offers a multitude of perks designed with you in mind. From a generous 25 days of holidays, to a comprehensive pension plan, we've got you covered. And to make your celebrations extra special, you'll enjoy an additional day off around your birthday.

Your well-being and engagement matter to us, which is why we have a dedicated team committed to ensuring your satisfaction at work. We’re here to provide the support and empowerment you need, every step of the way.

Recognition is vital to us, and we believe in acknowledging your hard work and achievements. That's why we regularly organise team and industry events to celebrate your successes and foster a sense of camaraderie among our team members.

Our Employee Assistance Programme will also help you to maintain your well-being, providing support when you need it most. Professional development opportunities are readily available to help you achieve your personal goals, and we even offer eye care vouchers and discounted Medicash membership to assist with your well-being.

So, if you're looking for a rewarding career with a market leader that values you and provides a range of incredible benefits, look no further. Join us at Giacom and embark on a journey of both personal and professional growth. Take the first step by applying today and discover the exciting opportunities that await you.

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