Glenveagh Properties plc

Support Engineer

• Troubleshoot system and network problems, diagnose and solve hardware/software faults, and escalate to the Head of IT when necessary
• Manage the Glenveagh Active Directory infrastructure and Office 365 application suite
• Install and configure applications and hardware when required
• Design and develop solutions to automate delivery of IT services and solutions
• Build, develop, and maintain comprehensive documentation, diagrams, and written instructions for deployed systems and services
• Monitor and maintain systems, printers, mobile devices, and networks across Glenveagh sites
• Support setup and delivery of IT services on new sites
• Work closely with site resources to ensure IT services are maintained and reliable
• Establish effective working relationships with Glenveagh professionals to deliver reliable, responsive, and high-quality IT services

Junior IT Support Engineer

Customer Support

• Support and mentor a team of customer care coordinators and foster a collaborative work environment
• Serve as an escalation point for challenging and complex customer concerns
• Meet and communicate with customers face-to-face, via phone, and email
• Ensure legal issues are reviewed and discussed with the Senior Customer Care Manager
• Provide customers with thorough walkthroughs of their new homes, including explanations and demonstrations of systems and features
• Maintain accurate records of customer interactions, service requests, and resolution outcomes in the ticket management system
• Collaborate with internal and site teams to track issues and defects and facilitate repairs and follow-up services within agreed timelines
• Monitor team performance metrics and ensure adherence to Service Level Agreements
• Monitor weekly progress reports and highlight contractor and supplier underperformance

Junior IT Support Engineer

Customer Care Supervisor