Full job descriptionAs System Support Engineer, you will play a vital role in ensuring the smooth operation of our technical operations and will provide exceptional technical support to users across William Reed. You will diagnose and resolve a wide range of IT issues and contribute to the continuous improvement of our support processes. Working as part of our collaborative Tech Ops team, you will help provide efficient resolution of user issues through clear communication and technical problem-solving.


Your impact will help maintain service levels, support the onboarding of new employees and contribute to cross-functional projects that enhance our technical capabilities.


The successful candidate will work from our Brighton & Gatwick offices. This is an onsite role 5 days a week (Monday to Friday). Four days will be worked from our central Brighton Office and one day a week will be worked from our Gatwick office (RH11 9RT). From early 2027, this role will be based solely in our Brighton office.

What You’ll Be Doing
*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

What You’ll Need
*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, assisting 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

Benefits & Initiatives
*Generous annual leave –25 days plus standard England and Wales bank holidays for full-time employees
*Long service holiday reward – Receive an extra day’s annual leave for each year of service after six years, up to a maximum of 30 days plus bank holidays for full-time colleagues
*Christmas office closure – Enjoy additional paid leave between Christmas Day and New Year’s Day to cover discretionary office closure days
*Holiday purchase scheme – Buy up to three additional days’ annual leave each year and spread the cost over up to six months
*MeDay – Take an additional paid day off to celebrate your birthday, a cultural or religious event, or another occasion that is meaningful to you
*Volunteering day – One paid day each year to support a charity, community group or cause close to your heart
*Enhanced pension contributions – Benefit from employer pension contributions above the statutory minimum
*Life assurance – Providing financial protection and peace of mind for you and your loved ones
*Group Income Protection – Financial support if you’re unable to work due to long-term illness or injury
*Family-friendly policies – Enhanced pay entitlements to support you and your family during important life events
*Health and wellbeing support, including: *Healthcare cash plan
*Employee Assistance Programme (EAP)
*Virtual GP service
*Health and wellbeing resources and tools

*Commitment to Equity, Diversity and Inclusion – Supported by employee-led networks, with a culture where everyone feels welcome and valued. We are proud to be a Disability Confident Committed employer
*Cycle to Work scheme – Save money and support a healthier commute
*Electric Car scheme – Access an affordable and sustainable way to drive an electric vehicle