The User Support Engineer will have the following main duties and responsibilities:

• Supporting and maintaining the Company’s Desktop environment.
• Effectively diagnosing and resolving technical issues, reported by the user base.
• Escalating IT issues as required.
• Setting up and configuring new laptops and desktops, installing authorised software.
• Ensuring security and upgrades are applied to desktops and laptops.
• Ensuring all inventory information for equipment and users is maintained.
• Conducting Active Directory account management tasks in accordance with HR / IT policy.
• Supporting mobile devices, including initial configuration and troubleshooting.
• Liaising with other IT&S Support Teams to ensure effective and efficient call handling.
• Adhering to ITIL-based service delivery processes.
• Managing the loan supply of IT equipment to customers, as appropriate.
• Provide out of hours support in the event of a major incident.

Experience / Qualifications:

• A Degree qualification in a relevant discipline would be desirable.
• Any Microsoft technical certifications would be preferred.
• ITIL Foundation certification would be preferred.
• Previous experience in a similar User Support Engineer type role, ideally within a global multi-site organisation, is essential.
• Experience in Windows 10, Office 365 (and administration) and Microsoft Skype, for Business / Microsoft Teams, is essential.
• Experience of supporting Active Directory, Group Policy and Dell Hardware is essential.
• Experience of maintaining and supporting standardised desktop image environments, along with deployment through Microsoft SCCM, is essential.
• Experience with call logging systems and service management tools is essential.
• Applicants will be expected to possess an understanding of network technology, such as DHCP, DNS, WINS, TCP / IP, routing, firewalls etc.