Overview

We are a global media group delivering exceptional content through events, digital, data & insight. From agribusiness, ingredients and food processing, to retail, hospitality & fine dining – we provide the inspiration, insight and connections to power our customers’ success. We have offices in Gatwick, Brighton and London, UK; Montpellier, France; Singapore and Chicago, US. The successful candidate will work from our Brighton & Gatwick offices.

Position

Position: Full time – permanent

Location: Brighton & Gatwick

Responsibilities

• Providing 1st line support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
• Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
• Logging technical support requests over the telephone or by email
• Using remote control tools and technologies to assist end users as required
• Adhering to the Service Level Agreement provided to the Business
• Inducting new starters to provide them an introduction and overview of our systems
• Documenting systems and procedures as implemented for and on behalf of the Business
• Working across teams and within projects when the appropriate resource is required
• Occasionally traveling to our other UK offices and onsite events to provide support as the business demands

Requirements

• Previous experience in an office-based role (IT or Tech Support-related role is desirable, but not essential)
• Experience troubleshooting software (Windows 10 and/or 11) and fault diagnosis of hardware is desirable
• Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 highly desirable
• Ability to demonstrate practicing knowledge of Windows 10 and Mac OS X, with previous Apple Mac OS X experience desirable
• Ability to demonstrate previous experience with and knowledge of GDPR is highly desirable
• Excellent time management and organisational skills with the ability to keep accurate records, prioritise and multi-task
• Strong administration skills with great attention to detail
• Enthusiastic, self-motivated and proactive with fantastic teamwork and communication skills, both written and verbal
• Strong interpersonal skills to cultivate positive relationships with both internal and external stakeholders, supporting colleagues and the ability to ensure a supportive and effective requester experience
• Able to demonstrate a calm, patient and empathetic approach when assisting users with the ability to adapt and be flexible as required
• Ability to use own initiative and comfortable in situations with a requirement to think critically, question and determine when to seek guidance or escalate a potential problem
• A passion for exploration and learning of new tools and technologies
• Willingness to travel to our other UK offices and onsite events as required

Other information

• 25 days annual leave in addition to bank holidays – increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our “MeDay”.
• A volunteer day to take for supporting a chosen charity and giving back to the community.
• Opportunity for hybrid working
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee assistance programme, Virtual GP service and Access to health & wellbeing resources and tools.
• Cycle to Work Scheme
• Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees. Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.