IT Support Engineer

Our Mission

Apax is a multi-award company and our aspiration is to become a values-driven enterprise and our mission "We strive for excellence to improve ourselves, transform services, enhance lives and advance society" plays centre stage. We take a collaborative and consultative approach that values and appreciates the contribution and enthusiasm of our team to make a difference to our organisation and to the lives of disadvantaged people.

About the Team

With a thirst for knowledge and a drive to challenge the status quo, learning and innovation have become part of our identity to advance the mental health services landscape. As part of our team, you will contribute to maintaining our ‘Level A’ accreditation in Quality Assessment Framework (QAF), which is denoted for “excellence and leaders in their field" in national performance standards. We are full of life and enthusiasm for care of our residents and we drive this outlook throughout the whole company. It is important for us that any candidate joining our organisation fit the culture and appreciates our corporate values. For more information about who we are please visit our careers.apax.org.uk and apax.org.uk.

Role Overview

This is an exciting opportunity for an experienced IT Support Engineer to be the primary point of contact for ICT support, managing technical issues and coordinating with our Managed Service Provider (MSP) for more complex issues.

The role will also encompass the management of other systems such as SaaS platforms or cloud telephony, ensuring quality control, facilitating user training and providing onsite IT support to employees. The post requires both breadth and depth of experience, knowledge and a broad technical knowledge across a range of technologies, and acting as the main point of contact between employees and the IT department as well as the MSP, providing timely updates and ensuring the fault is assigned the correct level of priority and attention. This is a full-time role covering 37.5 hours per week between 8:30am - 5pm, Monday to Friday. 

Key Requirements

• Undergraduate degree or vocational qualification in a related discipline, such as Computer Science or Information Technology. 
• Excellent organisation and planning skills with the ability to manage a busy workload, often with conflicting priorities, to met deadlines while remaining calm under pressure.
• Recent 2nd Line IT Support experience, dealing with more complex technical issues and troubleshooting.
• Strong customer service and interpersonal skills with the ability to resolve complaints effectively. 
• Advanced Microsoft Office suite skills with extensive demonstrable experience of Teams, Outlook, Word, Excel and PowerPoint, as well as Teams cloud telelpony system with outstanding IT and digital skills.
• Operating systems knowledge in Microsoft Windows Service, including NLB and clustering.
• Experience in SaaS platforms e.g. Asana, Canva or Recruitee.
• Strong knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, TCP/IP, routing and vLANs.
• Knowledge of ITSM Frameworks.
• Strong knowledge of Microsoft Exchange Server, Windows 11 and Office 365 including Sharepoint, AzureAD, LAN, Internet access, firewalls and Exchange/Office 365. 
• Experience managing Azure, primarily Virtual Machine Infrastructure. 
• Knowledge of Windows Script Host/VBScript/PowerShell, Hyper-V and VMware ESX.
• MCSA/MCITP: Server Administrator/VCP or equivalent IT qualifications on advantage. 
• Hardware troubleshooting skills to diagnose and resolve issues related to computers, printers, and other devices eg Cisco switches and routers. 
• System administration knowledge of managing user accounts, permissions, and policies in Windows Server or Microsoft 365 environments. 

Employee Benefits

You will be joining a friendly, kind and joyful company culture whilst working as part of a next-generation digitalised company. Full details of the Employee Benefits will be provided during the interviewing process.

• Healthcare & Wellness: Health cash plans, Employee Assistance Programme, wellness and discount perks.
• Financial & Retirement: Pension scheme, referral scheme, season ticket loans, Cycle Scheme and Tech Scheme.
• Holidays & Time Off: up to 28 days annual leave plus public holidays, buying leave, compassionate & bereavement leave, life events leave eg time off for birthday or moving home.
• Learning & Education: Learning & Development Framework, Learners Academy, Leadership Academy, education grant, study leave.
• Family & Parenting: Generous maternity and paternity leave, paid parental leave.
• Flexible Working: Flexi start, hybrid working between home and office.
• Welfare & Wellbeing: Mental well-being days, sick pay scheme, team building activities.
• Other benefits: complimentary breakfast and refreshments, free parking, and well-being activities.

Our approach to recruitment is competency and values-based, whereby applicants should be able to demonstrate the organisation's values and principles. We are a strong believer that an organisation is only as good as its people and partners who are its greatest strength. We are an equal opportunities employer.