Closing Date Wednesday 19th March 2025 at 12:00
As a first point of contact, you will be key in delivering operational support and administration to Lagan SCG systems and hardware. You will ensure proper IT operation so that end users can accomplish business tasks, which involves receiving, prioritising, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic tools, web research or previously logged IT support issues, as well as visits to Branch offices and sites to provide in-person, hands-on help at the desktop level.
What you'll do
The following reflect the main tasks associated with the position and are not intended to be exclusive or exhaustive;
* Field incoming support requests from colleagues via ticket system, walk-ins, telephone and e-mail in a courteous manner.
* Administration of IT assets using Lagan Services (LS) software to ensure appropriate tracking and reporting of LS equipment as well as housekeeping duties within IT data centres/rooms and stores.
* Document all pertinent end user identification information, including name, company, department, contact information and nature of problem or issue onto IT support ticket system when required.
* Build rapport and elicit problem details from Lagan Specialist Contracting Group (LSCG) Staff.
* Prioritise and schedule problems. Escalate problems (when required) to other members of the team or an experienced supplier.
* Record, track, and document the IT support request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution on IT ticket system.
* Apply diagnostic utilities and methodology to aid in troubleshooting.
* Access software updates, drivers, knowledge bases, forums and Frequently Asked Questions resources on the Internet to aid in problem resolution.
* Identify and learn appropriate software and hardware used and supported by LSCG.
* Perform hands-on fixes and setups (any location) at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems, peripherals, applications as well as phone system support.
* Performing preventative maintenance, including checking and cleaning of workstations, printers and peripherals as well as computer builds.
* Test fixes to ensure problem has been adequately resolved and logged.
* Prevent future problems, by reviewing IT support ticket system.
* Develop help sheets (How To’s) and Frequently Asked Questions lists for end users and publishing onto LSCG shared systems.
* Carry out general computer builds and network administration (including AD, Microsoft 365, SharePoint, Various other ERP systems, firewalls and routers) duties from time to time.
* Deliver training to staff when required including in person and online.
* Work closely with IT Operations Managers to assist with delivery of core projects and services.
* Administer Microsoft 365 tenant and on-premises Active Directory.
* Administer Azure platform including InTune and EndPoint Compliance.
* Administer and configure VMWare & Hyper-V environments.
* Implementing performance tuning systems based on monitoring.
What you’ll bring
As an IT Support Engineer, it is essential to have:
* A minimum of 2 years relevant experience in a support role.
* Knowledge of desktop, laptop and server hardware.
* Experience of virtualisation technologies (VMWare & Hyper-V).
* Experience with backup solutions.
* A working knowledge of the Microsoft Windows Active Directory management.
* Experience with Windows Operating Systems both client and server.
* Experience of network troubleshooting and diagnostic tools.
* Working knowledge of a range of other diagnostic utilities.
* Strong written and oral communication skills.
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
* Flexibility to travel to site locations across the UK & Ireland.
In addition to the above criteria, you should possess the following key competencies:
* Ability to conduct research into a wide range of computing issues as required.
* Ability to absorb and retain information quickly.
* Ability to present ideas in user-friendly language.
* Self-motivated and attention to detail.
* Ability to effectively prioritise and execute tasks in a high-pressure environment.
* Exceptional customer service orientation.
* Experience working in a team-oriented, collaborative environment.
How we’ll reward you
We offer an attractive salary and provide a wide selection of lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.
The main benefits for this role include;
* Salary Sacrifice Pension scheme.
* Paid membership fees of a relevant Institution & Professional Body.
* Life Assurance – Four times your annual salary.
* Employee Assistance Program – 24hr legal and health advice line.
* Health Cash Plan - Excellent discount on Optical, Dental and Health & Wellbeing services.
* Cycle to Work Scheme - Spread the cost and save on bicycles and cycling equipment.
* Use of our free onsite Gym at Head Office in Belfast.
* Free Fitness Classes, Wellbeing Workshops & Group PT Sessions.
* Free parking in our private Car Park.
* Generous Annual Leave allowance, increasing one day each year for your first 5 years.
* Additional day of leave each year to support your choice of volunteering activity.
Your application
At Lagan Specialist Contracting Group, we want everyone to feel welcome. That’s why we want you to know that we'll work with you to make the application process as smooth as possible. So please just let us know if you need any adjustments or support – we'll do whatever we can to help.
To apply for this post please submit your CV. We wish you every success in your application.
LAGAN SPECIALIST CONTRACTING GROUP ARE AN EQUAL OPPORTUNITES EMPLOYER - We will not discriminate against anyone on the grounds of Sex, Pregnancy or maternity, Gender reassignment, Marital or Civil Partnership status, Religious or other similar philosophical belief, Political Opinion, Racial group, Sexual orientation, Disability or Age.
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