Senior IT Support Engineer

Senior IT Support Engineer

Tewkesbury

Reporting to: Network and Infrastructure Manager

Main Purpose of Role:

To provide key service and support for all IT and Telecom issues that arise across all business units and to support projects and change within the IT Infrastructure and group business environment.

Responsibilities:

Full support for IT issues raised across the group, prioritising more complex 2^nd to 3^rd line issues.

Respond to assistance requests via phone, email and utilise the IT HelpDesk Ticket system for logging, resolving and closure of support requests.

• Collaborating amongst the Network and Infrastructure team on escalated high priority issues.
• Upkeep of IT Knowledgebase repository.
• Hardware support for desktops, laptops, printers, mobiles and server equipment.
• Active support and collaboration on IT project implementations and rollouts.
• Overview and monitoring of inhouse backup systems.
• Site visits to other business sites when necessary.
• Phone system administration (setting up extensions, voicemails etc…)
• Active Directory account setup and management.
• Support for bespoke manufacturing equipment and support for any other IT related duties in line with core business activities.

Technical Competence:

• Minimum of three years relevant experience, ideally in a multi-site or HelpDesk ticket environment.
• Provide a full range of support through 1^st to 3^rd line for all IT technical issues.
• Extensive knowledge of TCP/IP, DHCP, DNS.
• Extensive knowledge of Microsoft desktop operating systems. (Win 7/8/10)
• Extensive understanding of PC hardware setup and configuration.
• Extensive knowledge of Window Server operating systems. (WinServ 08/12/16/19)
• Extensive knowledge of Office 365 applications and administration.
• Extensive knowledge of Active Directory.
• Experience of HP Platform servers and SAN technologies.

• Experience of SharePoint configuration and administration.
• Experience of remote support trouble shooting.
• Experience of operating system upgrades and PC/Laptop replacements.
• Experience of VPN setups and configurations.
• Experience using virtualisation technologies (HyperV, VMWare etc…)
• Experience of Microsoft Exchange Server administration and configuration.

Skills and Knowledge:

• Self-motivated, enthusiastic and a team player.
• Highly organised and effective communicator with the ability to communicate with people at all levels, both orally and in writing with high attention to detail.
• Flexible and reliable, with a proactive approach to own development.
• Support focused with the ability to determine and address support request needs, continually seeking to improve standards and service delivery.
• Respect for confidentiality and compliance.
• Ability to analyse and understand information to draw conclusions and communicate to support the Network and Infrastructure team.
• Travel to other sites business sites will be required when necessary.
• Working out of normal hours on an ad hoc basic in the event of site issues or where projects require time spent across different sites.

Please send your CV in confidence.