Opening Time 08:00 - 18:00 UK
Staff benefits
Receive many benefits when working with
us from travel insurance to team social events.
Surrounded by cutting edge tech
Work with innovating tech - learn the latest
news and trends within the tech industry.
Be part of a team
Feel comfortable, included, and part of the
Ingenio family.
Benefits
Along with the great role and opportunities we provide the following to all staff:
- Westfield Health cashback
- 25 days annual leave
- Flexible and remote working
- Annual worldwide travel insurance
- Long term sickness insurance
- Personal accident cover
- Team social events every year
- Free soft drinks
- Free & plentiful car parking
- 7 minutes' walk from Falmer train station
Why work with us?
Training and development
opportunities
With a core value of “Teach & Learn”, we want you to be the best you can be – offering you training and support in areas you wish to improve.
Encourage employee
wellbeing
We understand the importance of mental and physical wellbeing. All managers and employees are approachable and understanding.
Inclusive
environment
Ingenio are a team. We work together and support one another, treating all equall. We always encourage everyone to say when something could be improved.
What makes us different?
Ingenio Technologies was founded 15 years ago and we are still a growing MSP today. We have a list of clients who have worked with us for many years, and we always put our clients first.
We invest a lot of time in our employees and care a great deal about our culture, making sure all employees are happy and satisfied.
This is done through our family culture - Before COVID-19, we had regular free lunches and fun team events - these will return! We believe in working hard to deliver on our promises to customers, but we also let our hair down as a team too.
Our core values
We have three main core values that every team member follows - each value enables us to perform the best, develop new skills, and work together effectively as a team.
Willingness to go the extra mile
- Go above and beyond to get the job done
- Think of the bigger picture
- Exceed expectations
To teach and learn
- Always be learning new technologies, our industry never stands still
- Pass on knowledge to peers so they can help
- Every day is a school day
Customer Obsessed
- Creating the best experience from the customer's perspective
- Take ownership and see through to the end
- Excellent customer and product knowledge
- Be attentive and show empathy
Approachable, Honest and Respectful
- If someone asks for help or advice, be accommodating
- Never try to cover up mistakes; we can fix them together as a team
- Treat others how you would like to be treated
- Have self-respect, be proud
Employee testimonial
Since being in the UK, I have found that working for Ingenio Technologies has
been a great experience as their core values align with my own in giving the
customer the best service possible.
Helpdesk engineer, 3 years with company
1st Line Engineer
This position requires the engineer to provide helpdesk support to our clients as the first point of contact. You will be striving for a first-time fix and overseeing the ticket lifecycle to ensure that all requests are dealt with efficiently and successfully.
Here are some of the tasks in this role:
- Provide tier 1 helpdesk support to customers via phone, email, phone and in-person – you’ll need to perform outbound calling over emailing as much as possible
- Troubleshoot and diagnose issues across software, hardware, telecommunications systems
- Follow up with customers to ensure full resolution of issues - confirm issues are resolved
- Install and configure software and hardware systems for new customers
- Record troubleshooting events and problems and their resolutions in the CRM system
- Identify and suggest possible improvements to existing procedures
- Maintain procedures and policies to achieve and maintain Cyber Essentials accreditation internally and for external clients
- Field support / smaller project to clients in Sussex
2nd Line Engineer
A 2nd line engineer is in charge of customer issues that are too time-consuming or technical for first-line support. You should have a range of technical knowledge as you will take on more responsibility. The ability to adapt to solving more complicated issues to increase your understanding is very important.
Here are some of the tasks in this role:
- Provide tier 2 helpdesk support to customers via email, phone and in person
- Work to your daily scheduled calendar set out by the service desk co-ordinator
- Record troubleshooting events and problems and their resolutions in the CRM system
- Document and publish documents for customers and colleagues to troubleshoot issues
- Identify and suggest possible improvements to existing procedures
- Troubleshoot issues provided to the ticketing system within the CRM
- Manage customers’ expectations using the ticketing system and telephone with clear communication
- Maintain procedures and policies to achieve and maintain Cyber Essentials accreditation internally and for external clients
- Field support / smaller project to clients in Sussex
3rd Line Engineer
This is a senior position for someone passionate about technology, loves solving problems, and gets a kick out of helping customers and colleagues be the best they can be. A 3rd line engineer should have extensive knowledge as the final point of escalation. You will be happy to impart your knowledge to less experienced members of the team.
Here are some of the tasks in this role:
- Provide tier 3 helpdesk support to customers via email, phone and in person
- Follow up with customers to ensure full resolution of issues
- Record troubleshooting events, problems, and their resolutions in the CRM system
- Document and publish documents for customers and colleagues to troubleshoot issues
- Identify and suggest possible improvements to existing procedures
- Manage customers’ expectations using the ticketing system and telephone
- Follow clearly defined policies and procedures
- Maintain procedures and policies to achieve and maintain Cyber Essentials accreditation internally and for external clients
- Provide the main field support & project to clients in Sussex
Commence your IT career
Our Ingenio family is expanding and we are always on the lookout for talented individuals.
We understand the importance of job security, therefore we encouraged you to
learn and have great opportunities for career progression.
Even if we do not currently have a vacancy, we would still be interested to hear
about you and what skills you have to offer.
Get in contact today if you feel we will be the right fit for you.