Information Technology and Telecommunications Support Engineer

Acmatic Networks Limited; Norwich; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A client-focused technology firm seeks an IT & Telecommunications Engineer to oversee installations, user support, and hardware maintenance. This role features flexible hybrid working and demands strong technical expertise across various operating systems, network configurations, and a commitment to exceptional user support. Successful candidates will have strong problem-solving skills and clear communication abilities, vital for collaborating with clients and addressing technical issues effectively. Apply with CV and cover letter to join this innovative team.

Benefits

20 days annual leave plus bank holidays

Company-provided mobile phone

Health and safety training

Vendor-specific training for professional development

Qualifications

• Strong technical expertise in operating systems including Windows, macOS, and Linux.
• Ability to diagnose and resolve technical issues efficiently.
• Must possess a customer service orientation with empathy and a positive attitude.

Responsibilities

• Provide exceptional user support for hardware and software issues.
• Install, configure, and maintain networking devices.
• Contribute to the deployment of cybersecurity solutions.

Skills

Technical expertise in operating systems

Problem-solving skills

Clear communication

Time management

Interpersonal skills

Tools

Networking equipment

Remote Monitoring and Management tools

VoIP Phone Systems

CCTV systems

Door Access Control systems

Job description

Job Title: IT & Telecommunications Engineer

Company Overview

Our vision for Acmatic Network is to create a client-focused business that delivers customised networking and technology solutions that ensure seamless connectivity and robust infrastructure for businesses of all sizes.

Our commitment to exceptional service, continuous professional development, and technological advancement creates lasting value for our clients. We prioritise collaboration with our customers, working closely to understand their unique needs and deliver tailored solutions that exceed expectations.

Working with a range of customers, we have detailed experience of the specific challenges faced by education, healthcare and public sector organisations.

We are dedicated to delivering innovative technology services, including Managed Data Networks, Internet Connectivity, Cybersecurity Solutions, Communications, CCTV, Door Access Control, and Cloud Services.

Position Overview

As an IT & Telecommunications Engineer, you will play a vital role installing and maintaining the operational excellence of our diverse IT services. Your responsibilities will encompass installations, user support, hardware and software maintenance, network management, and security systems. This position offers flexible hybrid working, allowing you to work from home when not completing installations or call‑out work at customer sites.

What we are looking for

We are searching for an enthusiastic individual with a can‑do attitude to support our clients, ensuring we exceed their expectations every time. We work closely with our clients to become their IT department.

A strong technical expertise is essential, including knowledge of operating systems (Windows, macOS, Linux), software applications, and hardware components. Familiarity with network configuration, troubleshooting, and security protocols is also important. Excellent problem‑solving skills are crucial, as the ability to diagnose and resolve technical issues efficiently is a must.

Clear and effective communication is vital. IT support engineers must be able to explain complex technical information in a way that non‑technical users can understand, both verbally and in writing. A customer service orientation with empathy, patience, and a positive attitude is key to understanding user frustrations and addressing their concerns effectively.

Good time management skills are necessary to handle multiple tasks and prioritise issues effectively. A commitment to continuous learning and staying updated with the latest trends and advancements in technology is important. Strong interpersonal skills are needed to work well with others, both within the IT team and with other departments, ensuring collaboration and effective problem resolution.

Attention to detail is crucial for precision in diagnosing issues and implementing solutions, ensuring that problems are fully resolved and do not recur. These attributes ensure effective support and a positive user

Key Responsibilities

• Provide exceptional user support, addressing hardware and software issues promptly.
• Install, configure, and maintain hardware devices, including networking equipment and advanced threat protection firewalls.
• Implement and manage Structured Network Cabling solutions, including Cat6a and Fibre Optics.
• Oversee Managed Network Switching and Wi‑Fi, ensuring optimal connectivity and performance.
• Contribute to the deployment and maintenance of Cybersecurity Solutions to safeguard our clients' data and systems.
• Manage and configure VoIP Phone Systems, ensuring seamless communication for our customers.
• Install and maintain CCTV systems for video surveillance purposes.
• Configure and manage Door Access Control systems for secure facility access.
• Play a role in the implementation and maintenance of IT Cloud services.
• Proactively manage software updates using Remote Monitoring and Management (RMM) tools.
• Keep CRM database and other internal systems up to date.
• Answer incoming calls, web chats and other contact channels.
• Proactively contact clients to keep them informed about maintenance work completed in the background and discuss the benefits of additional services.
• Standard office working hours Monday to Friday, 8:30am to 5:00pm
• 20 days of annual leave plus bank holidays.
• Company‑provided mobile phone.
• Business mileage paid on personal car.
• Health and safety training, including ladder training and working at heights.
• Vendor‑specific training for professional development.

Location

Home‑based (initially), with regular meetings at suitable locations, including director's houses and call‑outs to customers as required. Long term plan this role will be office based with possibility of hybrid working

How to apply

Ready to join our team at Acmatic Networks? We would love to hear from you! To apply for the IT support engineer position, please send your CV along with covering letteracmatic.net

If you have any questions or would like to discuss this role further, please contact Andrew Mash or Callum Jackson via the channels listed on Acmatic.net/contact