Workplace IT Support Engineer

Role Purpose:

As a Workplace IT Support Engineer, you will be providing site and remote based technical support,

conducting maintenance & troubleshooting

activities as part of a dedicated regional team within the wider Infrastructure & Operations team that supports the entire organisation.

Working collaboratively through technical processes, engaging with staff to provide support for hardware,

software, systems and devices to ensure business continuity and function.

Role Details – Key Responsibilities and Accountabilities:

Key Responsibilities

• Provide staff with remote and onsite support when required
• Delivering against IT processes including Incident, Request, Change, Problem and Knowledge Management
• Provide prompt solution-based support, prioritising tasks through the day
• Data entry into ITSM system for reference or further escalation if required
• Taking part in team initiatives, mentoring and sharing of knowledge
• Responsible for maintaining and supporting end user devices (workstations, mobile and multi-functional devices)
• Ensure that the SOE for end-user devices are regularly reviewed, upgraded and maintained to meet functional and security requirements
• Maintain office technology, including AV and Videoconferencing facilities are working and are fit for purpose
• Responding to and resolving incidents and service requests escalated from the Service Desk
• Acting as an escalation point for the Service Desk when in person support is required
• Providing VIP support for key business stakeholders
• Responsible for the development of processes, documentation and knowledge management for End User Computing (EUC)
• Delivering required tasks for IT and business projects
• Delivering IT EUC strategy and roadmap which includes driving continuous improvements across the EUC environment
• Ensuring IT Asset Management for EUC devices
• Maintaining a stable and secure EUC environment
• Providing quality customer service to all internal stakeholders and end-users in a timely manner

Definition of Success

• A desire (and ability to) solve problems and challenges
• Great communications skills when dealing with non-technical clients, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Knowledge of OS – mainly Microsoft & Apple
• Knowledge of TCP/IP networking, SOE imaging, remote OS and software installation and deployment
• Understanding of system and network security software and systems
• Experience and knowledge of working with the Microsoft 365 Platform
• Demonstrated experience in Mobile Device Management (MDM)
• Understanding of cloud-based, backup and disaster recovery systems
• A desire to deliver an amazing customer experience
• The ability to keep up with & adapt to the fast-paced IT world
• Demonstrated experience as an EUC/Desktop Engineer
• Experience providing EUC/Desktop support
• Excellent technical experience
• Demonstrated analytical and problem-solving skills
• Strong customer service focus and quality control skills
• Highly developed time management skills
• The ability to work in a fast-paced environment

Functional/Technical Competencies

Minimum Qualifications/Education

• Degree in a relevant subject or equivalent experience
• ITIL Foundation v3
• At least one relevant industry recognised certification (E.g. Microsoft, AWS, Cisco)

Minimum Experience

• Minimum of 5 years’ experience working in the technology domain (Service Desk/EUC/Desktop/Systems)

• Minimum 5 years’ experience in a high-volume, customer facing environment

Personal Characteristics and Required Background:

• Excellent verbal and written communication skills
• Ability to adapt communication techniques to suit the needs of different individuals
• Demonstrated experience of providing technical support service within an enterprise level organisation
• Sound knowledge across technologies including Microsoft products such as Microsoft 365 and End User devices
• Experience in use of ITSM systems (ServiceNow highly desirable)