International Beverage is a dynamic global drinks company, established in 2006 as the international arm of ThaiBev.
About The Role
The Service Support Engineer plays a key role in keeping IBHL's people productive and its technology running reliably across a global estate of six distilleries and multiple corporate locations.
The role owns the resolution of incidents and service requests end-to-end — from first contact through diagnosis, fix, and follow-up — across the full breadth of the group's infrastructure, applications, and end‑user computing environment.
There is no rigid tiering: the role holder is expected to pick up and resolve issues at any level of complexity, escalating to specialists or vendors only where genuinely required.
Main Responsibilities
* Incident & request resolution: Own incidents and service requests end-to-end — triaging, diagnosing, and resolving issues across end-user computing, infrastructure, and applications, ensuring issues are resolved within agreed SLAs and documented accurately in the ITSM tool.
* Root‑cause analysis & problem management: Perform root‑cause analysis on complex and recurring issues, implement permanent fixes, and maintain a problem log that drives sustained reduction in incident volume over time.
* Technical support scope: Support Windows desktop and laptop environments, Active Directory / Entra ID, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Intune endpoint management, device builds, software deployment, patching, VPN / Wi‑Fi connectivity, and basic network troubleshooting (DNS, DHCP, TCP/IP). Provide first-line triage for SAP GUI / Fiori and other line-of-business applications, escalating to application teams where specialist input is needed.
* Service performance & reporting: Monitor and analyse service desk metrics — including first-contact resolution, SLA adherence, mean time to resolve, and user satisfaction — identifying trends, bottlenecks, and improvement actions and reporting performance to the IT Operations Manager with recommendations.
* Knowledge management: Own the quality and coverage of the technical knowledge base — creating, reviewing, and retiring articles so that common issues can be resolved faster and, where possible, by users themselves through self-service.
* Continuous improvement: Identify and implement opportunities to reduce incident volume through automation, self‑service enablement, and process improvement. Lead service desk tooling improvements and contribute to support playbooks and standard operating procedures.
* User experience: Champion a user-focused support culture, ensuring that every service interaction is professional, timely, and outcome-oriented, and that user satisfaction is actively measured and acted upon.
* Collaboration & escalation: Act as a technical liaison between the service desk, infrastructure, cybersecurity, and application / development teams. Support major incidents and service outages as part of the wider IT Operations function. Escalate to external vendors where required and hold them to account against contracted SLAs.
* Coaching & development: Coach and support less experienced team members to build capability across the support function, progressively increasing the team's ability to resolve a wider range of issues at first contact.
* Governance: Support best practice and good service management governance through development of artefacts, adherence to ITIL-aligned processes, and participation in key routines — helping embed consistent, proportionate ways of working that improve operational maturity over time.
* Manage and own your professional development in order to achieve your work objectives and your career and personal goals.
About You
* Proven experience in a service desk or technical support role.
* Strong Windows OS, Active Directory / Entra ID, and Microsoft 365 troubleshooting skills.
* Experience with endpoint management tools (e.g. Intune).
* Basic networking knowledge (DNS, DHCP, TCP/IP, VPN).
* Familiarity with ITSM tools and ticket lifecycle management.
* Strong analytical and problem-solving skills.
* Exceptional customer service and communication skills.
* Ability to manage multiple priorities and work calmly under pressure.
* Good documentation habits and attention to detail.
* Microsoft certifications (e.g. MS-900, MD-102).
* Experience supporting multi-site or global user bases.
* Experience with service improvement initiatives or projects.
* Familiarity with reporting and dashboards (e.g. Power BI).
* Exposure to change management or problem management processes.
* Experience working with third-party support vendors against contracted SLAs.
Package
* 35 days holiday
* Health cash plan
* Life assurance
* Product allowance and staff discount
* Early finish on Friday
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