As a First-Line Support Engineer, you'll play a crucial role in the IT department, offering technical support throughout the group.
You will have a solid foundation in IT support with proven experience in a first-line role or equivalent covering a broad range of technologies including various operating systems, network configurations, and software applications.
This is a great opportunity for someone who has the willingness to grow and develop within a globalpany, the role involves supporting multiple sites across the group with requirements to travel to other sites in the UK and Europe.
Your new role:
1. Providing first-line support, assisting users in person, via phone, or remotely, ensuring efficient resolution of issues and delivering exceptional customer service.
2. Implement upgrades, patches, and new applications and equipment to enhance performance and security.
3. Participate in IT projects to improve efficiency and reliability of security and systems.
4. Investigate improvements to existing systems making full use of third-party software and support.
5. Maintain up-to-date knowledge of industry developments, emerging technologies, and best practices to identify areas of improvement.
6. Produce and maintain documentation on all relevant system implementations, changes, and procedures in line with business requirements.
7. Prioritise support requests based on their impact on business operations, urgency, and criticality. Deciding which issues to address first to minimise downtime and maximise productivity.
8. Ensure that IT operationsply with relevantpany and industry regulations and data protection laws, making decisions to addresspliance gaps.
9. Escalate 2nd/3rd line technical issues related to hardware, software, network, and other IT systems.
What you'll need to succeed:
10. A first-line understanding ofputer systems, networks, and software is crucial. This includes knowledge of operating systems, networking protocols, hardware troubleshooting, and software installation and configuration.
11. Understanding of IT principles and an ability tomunicateplex concepts to non-technical users.
12. Familiarity with ITIL practices would be advantageous.
13. Experience of IT support ticketing systems.
14. Technical problem-solving skills and a methodical approach to issue resolution.
15. Excellentmunication and people skills to collaborate well with people at all levels of the organisation.
16. A team player with a proactive attitude and the ability to work independently.