Our client, one of the country's biggest research and support charities, is looking for a 1st/2nd line support Engineer to join their existing team.
Job purpose
- To provide 1st and 2nd line support to approximately 400 staff members across 4 offices and around 200 associates that are supported in a smaller capacity.
- To contribute to maintaining the high availability of the IT systems, within the core working hours and mostly available outside of those hours.
- To provide ad hoc IT training throughout the organisation to the people who use our IT systems.
- To take a proactive role in IT projects and adopt a flexible approach to work effectively in a changing environment and be prepared to travel throughout the UK and to work varying hours. Key tasks and duties
- To provide 1st and 2nd line IT support to the organisation via IT service desk tickets and office walk ups and managing the queue with team members; escalating any issues to the IT support manager where necessary.
- To onboard and offboard staff members and associates according to our procedures, including performing IT inductions to new starters.
- To maintain the secure structure of access permissions for files, mailboxes, and applications.
- To maintain the Mitel/ Micollab VoIP telephone system and provide user training as required.
- To support mobile device management with Intune on Android and IOS operating systems.
- To manage and administrate Windows and Mac operating systems, applications and licencing.
- To ensure the continuity and quality of cloud and on premise backups. To perform restores on request.
- To assist the infrastructure team in managing and troubleshooting the organisation's network and servers. This can include upgrades that are conducted outside of office hours.
- To plan and rollout hardware and applications to the organisation.
- To manage IT assets in line with our policies and procedures.
- To write IT documentation, including policies and procedures, knowledge base items and user guides.
- To provide ad hoc IT user training as required.
- To assist in delivering IT projects as identified by the head of IT or IT support manager.
- To visit the national/regional centres to provide support and maintenance for the local IT hardware and software.
- To be an effective member of the team, presenting a positive impression of it and the service provided to staff.
- To work collectively and individually to promote a constructive and sensitive approach to others from a variety of backgrounds, where the work of others is valued and respected.
- To maintain confidentiality regarding client information at all times, and to operate within the charity's cyber security, data protection and IT usage policy.
- To liaise with relevant staff members, outside agencies and 3rd party providers, as requested.
- To adhere to all of policies and procedures.
- To undertake any other duties that are within the scope and remit of the role and as agreed with your manager
Essential Experience:
- Experience of working in a 1st and 2nd line support role x
- Working with and troubleshooting desktop and networking issues (e.g., LAN, WAN, TCP/IP, DNS, DHCP)
- Excellent management and troubleshooting of Windows 10 or above
- Excellent use and troubleshooting of Microsoft Office 365 applications
- Use of Microsoft Office 365 Admin Centre apps at a basic to intermediate level
- Management of Active Directory
This role is on a hybrid basis with 2-3 days on site.
Please apply for this role if you have the relevant skills and experience for the role.