IT Support Engineer

Overview

IT

Employment Type: Permanent - Full Time

Location: Pune, India

Description

ParentPay Group is Europe’s leading software product company and the UK’s largest education technology business. We are on a mission to bring next-generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.

Our market leading products use cutting edge cloud-based technology to streamline school processes, including secure web and mobile apps that enable secure online payments for school items such as meals, trips, clubs and uniform, improve parental engagement, simplify meal management and - through our product SIMS - collect and manage a database of student information and core school operations.

ParentPay Group’s new offices in Pune are a fantastic tech hub for those looking to boost their careers in software product development.

Our bright team FastTrack their career with international exposure and ways of working based on agile development best practices from globally renowned technology consultancies.

Key Responsibilities

• Provide technical support on-site or via remote-access systems.
• Monitor and manage your own tickets, ensuring colleagues receive a timely response.
• Identify and ensure long-term resolutions for repetitive incidents.
• Own and respond to Internal IT system related events generated by monitoring systems or customer tickets.
• Support the upskilling of service desk colleagues to enhance first-time resolution rates and encourage effective knowledge sharing.
• Action changes to Internal IT systems in line with departmental improvements, adhering to strict change control processes.
• Support users in the use of computer equipment and software by providing necessary training and advice.
• Escalate incidents where appropriate and in a timely manner, always maintaining ownership of the incident.
  
  

Skills, Knowledge and Expertise

• Own, create and maintain detailed documentation of services, processes, and systems.
• Identify, propose and deliver improvements to all IT services, always adhering to change control process.
• Identify gaps in your own knowledge, seeking the training necessary to complete certain tasks.
• Support the IT Support Manager with work on streamlining workloads, improving tooling to constantly improve service and efficiency.
• Support the service desk by taking user support calls and managing incoming incidents and requests.
• Deliver excellent customer service, building and maintaining strong partnerships with our colleagues.
• Complete project related tasks to Internal IT infrastructure and services when requested.
  
  

• Experience in supporting end user’s devices, applications, cloud-based services whilst working in an IT Support team.
• Proven experience in a fast-paced environment, providing support to a large user base, both in person and remotely.
• Supporting Microsoft Windows 10 & 11 operating systems.
• Troubleshooting Microsoft Office 365 suite (MS Word, Excel etc).
• Troubleshooting Microsoft 365 suite (Exchange, SharePoint, Teams, OneDrive, AAD etc).
• Active Directory, Azure Active Directory and InTune Management.
• Documenting services and processes.
• VoIP installation, management and support.
• Excellent verbal and written communication skills.
• Exceptional customer service and problem-solving skills.
• Good understanding of PC hardware set-up and configuration.
• Basic understanding of IP based networking, including but not limited to office Wi-Fi and local area networking.
• Appreciation of the importance in accurately recording IT assets.
• Appreciation of ITIL best practice, including Change, Incident and Problem Management processes.
• Mobile Device Management.