Owen Mumford are looking to hire a talented 1st Line Support Engineer! Could this be your next role?
Scope:
The 1st Line Support Engineer is responsible for assisting the IT Service Desk Team Lead in delivering a first-class support service to the associates of Owen Mumford.
Acting primarily in a 1st line support capacity, resolving issues in person, over the phone or via remote connectivity. The role is varied and requires a real team player who has the ability to manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure.
Key Responsibilities:
Daily monitoring of the IT Service Management (ITSM) system, ensuring all aspects of the Incident Management process are followed.
Constant monitoring of any unclaimed tickets and changes, in the ITSM, to ensure all calls are allocated within the defined SLA.
Providing 1st line technical support for all OM offices and associates around the globe.
To maintain a high degree of customer service when responding to tickets.
To take ownership of support issues and seek closure ensuring all relevant support procedures are followed.
Escalation of more complex calls to the relevant IT team member.
Installation configuration and deployment of new and existing hardware in line with defined procedures.
Installation configuration and deployment of new and existing software in line with defined procedures.
Ensure all activities undertaken are in compliance with company SOPs and Work Instructions and in accordance with ISO 13485 and CFR 820.
Ensure the Service Desk Team Lead is made aware of key support issues and trends identified in the ITSM.
Active Directory for Users & Computers management in line with defined departmental processes.
Assist with the ongoing management of the Hardware Asset Register.
Participation in the out of hours support rota and provide out of hours support as and when required by the business.
To be successful in this role, you will need:
Essential
A good understanding of PC hardware.
A good understanding of server environments and Active Directory.
A basic understanding of networking & routing (Cabling/Switches/TCPIP/DHCP/DNS).
Strong knowledge of Microsoft Desktop operating systems (Windows 10 & Windows 11).
A basic understanding of Microsoft Server Operating Systems (2019 & 2022).
Active directory.
File and folder permissions.
Desirable
Recent experience in a similar IT support role with end user facing responsibilities, ideally within a regulated environment.
Previous 1st line support experience or equivalent.
Previous experience of ticket logging systems and remote support tools.
Knowledge of Microsoft 365.
An understanding of the principles of ITIL & Cyber Essentials.
What will we give you?
You will be joining a successful, privately owned industry leader who are constantly innovating and looking to improve lives, empower patients and relieve the pressure on healthcare professionals. We invest heavily in our staff and offer a competitive salary and benefits package along with the opportunity to develop within the business:
Flexi-time (37.5 hours per week)
25 days annual leave (with the opportunity to earn loyalty days with length of service)
Holiday purchase scheme (up to 10 days purchased per holiday year)
Enhanced Family Friendly Policies
Enhanced Sickness Pay
Wellbeing initiatives and support
Annual company bonus
Free parking, free tea & coffee, free fruit
About us:
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Owen Mumford is a global leader in medical device design and manufacture. For almost 70 years we have been inventing life-enhancing devices that are tested and proven to deliver an industry benchmark in the safety, accuracy and comfort of medication administration. This strong heritage is the springboard for our future as we help to shape the progress of the healthcare industry by bringing pioneering concepts and solutions to life in an accountable and sustainable way. Headquartered in the UK, Owen Mumford is a family-run business with a large global presence across North America, EMEA and APAC.
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