Description
The IT Support Engineer will be part of the IT Services team, with a primary focus of supporting desktop project delivery and day to day business IT requirements. Travel to other locations may be required depending on business need.
Reporting to the IT Services Team Leader on site, the specialist will be predominantly based on one site using appropriate tools and systems, in order to provide 1st line incident management & user support. Some 2nd line capability and administrative tasking is likely to be required at the discretion of the team leader. The role is to support the team with BAU IT support and in an ongoing device refresh program (desktops and laptops) which could also involve out of hours work, either in the evenings or at weekends.
Responsibilities
- In and out of hours work to facilitate the device refresh program (desktops and laptops)
- Site audits
- Physical device replacement
- Remediation of device issues
- 1st and 2nd line IT support in a highly regulated environment within defined SLAs
- Carry out support to staff who are working both on site and remotely, in response to incidents logged via the service desk
- Respond and deal with email queries & service issues as which are sent to the team mailbox
- Review and validation of service requests originating from station staff
- Resolve local IT issues and deliver additional IT-related services professionally and efficiently while maintaining a high degree of customer service
Skills and Qualifications
- Experience in IT service delivery and 1st and 2nd line operational support
- Experience of working and supporting IT services within the ITIL service management framework or equivalent
- Competent and experienced in support of MS Windows XP, Windows 7 & Windows 10 PCs/Laptops/tablets and MS Office products in a MS Windows Server environment.
- A good understanding of LAN infrastructure and topologies, and installation and support of peripheral devices.
- Confidence in problem solving & root cause analysis
- Excellent customer facing skills and be able to work independently and as part of a team.
If this position looks of interest then please apply for more details.