We are looking for candidates who have previous IT Service Desk and/or ICT 2nd Line Support experience. You should possess some knowledge of the IT Infrastructure Library (ITIL), particularly in the areas of service support and service delivery. Experience with ticket management, including categorization, prioritization, incident management, request management, and problem management, is essential. An ITIL v4 Foundation certification is desirable, as well as relevant Microsoft certifications such as Azure Fundamentals, MCSA, or MCSC. You should have experience dealing with problems over the telephone and a good general understanding of supporting ICT users across various geographically dispersed sites. The ability to troubleshoot issues at a second-line level on corporate systems is required, including familiarity with Windows 10/11, Microsoft Office 365 applications (such as Outlook, OneDrive, SharePoint, and Teams), Microsoft Entra, Meraki networking, Microsoft Intune, and legacy infrastructure including Cisco Networking, Windows Server, and Active Directory.
Responsibilities
In this role, you will provide desk-based, remote, and mobile on-site support for all aspects of technology deployments, including technology equipment, applications, installations, networks, and lines used for both business and desktop systems. You will be responsible for addressing triaged service desk tickets allocated to the IT Service Engineering Team and leading the setup and deployment of IT services for new and existing locations. You will also manage the decommissioning of IT equipment at the end of life. Additionally, fulfilling hardware requests within your designated geographic or functional areas is a key part of this position. Flexibility in working hours is required, with primary IT Support coverage from 08:00 to 17:00, Monday through Friday. You will need to ensure a thorough understanding of and compliance with Health & Safety, Diversity & Inclusion, and Data Protection standards.
About Us
We are a well-established housing organization and have been recognized as the Best Place to Work in 2024. As a leading not-for-profit provider of housing for the elderly, we are currently looking to employ an IT Engineer to support our rapidly growing housing portfolio. In return for your contributions, we offer flexible working arrangements, the option to buy and sell holidays, a cycle-to-work scheme, an employee assistance program, a health cash plan, eye care vouchers, a Blue Light Card, and a car lease scheme. If this opportunity excites you, we encourage you to apply by submitting an up-to-date CV.
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