Here at PPL PRS we are looking for an IT Support Engineer to provide IT support to end users. You will help ensure the smooth running and availability of our IT infrastructure and end user systems. You will be expected to provide first and second line support to end users and to support with the delivery of wider IT projects.
You will benefit from the balance of hybrid working, spending 3 days a week working from our modern office environment and 2 days a week working from home.
Key Tasks And Responsibilities
* Act as a first point of contact for end-user queries
* Communicate directly with internal and external stakeholders
* Help develop, maintain and update IT documentation and user guides
* Use the internal system to log and update calls
* Provide regular updates when required to relevant parties- both internally and externally
* Collaborate with third party suppliers
* Resolve IT support requests from end-users from start to completion
* Troubleshoot and resolve complex issues and escalations
* Perform detailed investigation and analysis of issues
* Provide technical support and troubleshooting for PCs and servers
* Troubleshoot and resolve network issues and support network infrastructure
* Install and configure computer hardware and software
* Support with the roll out of new software/hardware releases
* Manage and configure user accounts, email addresses and groups
Essential Experience & Knowledge
* 2 years + experience within a similar IT Technical support role, ideally within Windows environments
* Experience in working to ITIL standards
* High level of knowledge and understanding in: M365, Exchange, Teams, SharePoint, Intune and Autopilot
* Experience of Cloud / SaaS / IaaS technologies
* Strong knowledge of networking protocols and infrastructure
* High level of knowledge and understanding of Windows Operating Systems from Windows 10 onwards
* Experience with Desktop and Mobile Device support
* Experience with Anti-virus and Anti-spam solutions
* Experience with providing remote support to end users
* Experience in Microsoft Azure especially IaaS
* Experience with VLANS and network segmentation
* Certifications in Microsoft 365
Skills
* Ability to effectively communicate technical concepts to non-technical individuals
* Excellent problem-solving skills and attention to detail
* Excellent communication and customer service skills
* Self-motivated and a contributing member of the team
* Ability to manage and prioritize own workload to complete tasks to a customer’s satisfaction and meet Service Level Agreements
* Good time management
* Ability to work under pressure
Desirable
* Certifications in Microsoft Azure Administration
* Experience of some or all the following:
o PowerShell
o Salesforce
o Meraki Firewalls, Switches and Access Points
o Microsoft Defender for Endpoint
o Mimecast
o Microsoft Purview compliance
o Microsoft Azure
o Jira Service Desk
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
#J-18808-Ljbffr