Join us to apply for the IT Service Desk Engineer role at MTC - Manufacturing Technology Centre
The Service Delivery department is part of the Information Systems function at the MTC, providing efficient support to colleagues to ensure minimal disruption to their work.
The Vacancy
The Role
Reporting to the IT Service Delivery Manager, you will work with the Service Desk team to provide first-line support, assisting with technical issues, hardware, and software, and ensuring excellent customer service. The role involves working from the MTC Training site in Oxford, liaising with colleagues, supporting AV equipment, and participating in IT projects.
Main Responsibilities:
* Provide first-line technical support via phone, email, and ITSM ticketing system.
* Diagnose and resolve hardware and software issues, escalating complex problems appropriately.
* Manage incidents and service requests in the IT Service Management system.
* Maintain high customer service standards, keeping users informed.
* Support network connectivity, VPN, applications, and hardware troubleshooting.
* Assist with user account management and onboarding/offboarding processes.
* Document solutions and contribute to knowledge base articles.
* Participate in deploying and setting up new hardware and software.
* Follow IT policies and procedures to ensure security and compliance.
* Contribute to continuous improvement initiatives within the team.
Person Specification
Essential Skills/Qualifications/Experience:
* At least 4 years of experience in a similar IT support role.
* Strong knowledge of Windows 10 and 11.
* Experience with Microsoft 365, Azure AD, Teams, and remote support tools.
* Excellent problem-solving and communication skills.
* Ability to work independently and as part of a team.
* Customer-focused with a proactive approach.
* Professional attitude and good interpersonal skills.
Desirable Skills/Qualifications/Experience:
* ITIL Foundation or relevant certifications.
* Hardware troubleshooting, upgrades, and break-fix experience, especially with HP hardware.
* Networking skills, including WAN, LAN, Wi-Fi, TCP/IP.
* Experience supporting AV equipment.
* Ability to liaise with third-party suppliers and implement changes.
* Effective communication at all organizational levels.
* Willingness to travel between MTC sites.
* Team player with a collaborative attitude.
* Physical ability to lift and install devices across sites.
About The MTC
The Manufacturing Technology Centre (MTC) is a leading R&D organization bridging academia and manufacturing, with advanced facilities supporting innovative technologies across various sectors including automotive, aerospace, and electronics.
Supported by significant UK government investment, the MTC is part of the High Value Manufacturing Catapult, with locations in Coventry, Liverpool, and Oxford.
Security and Reference Checks
All employment is subject to satisfactory references and security clearance checks.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Research Services
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