Desktop Support Engineer Newcastle upon Tyne, England

IPS Corporation

Full Time Newcastle upon Tyne, England 47880 - 71861 GBP ANNUAL Today

Job description

About IPS Corporation

IPS Corporation’s Diversified Products Operating Company is an industry leader in residential and commercial roofing products and the plumbing industry’s pioneer. Diversified Products Roofing and Plumbing Products have sustained a superior reputation among plumbers, roofing distributors and contractors for high quality products, committed service and industry expertise.

We were first to produce a reliable cement for use with PVC, CPVC, and ABS pipe and fittings, and first to introduce plastic recessed washing machine and ice maker outlet boxes. Today our industry leading products are proudly manufactured at facilities throughout the world and available through a nationwide network of customer-focused distributors.

Our Values

At IPS Corporation's Diversified Products operating company, our mission is to empower our plumbing and roofing customers to deliver results with the highest level of performance, quality, and efficiency. We do this by committing to getting better every day, and we welcome you as you are. We are consciously creating an environment where all people have an equal opportunity to succeed, where everyone feels included, and diversity is celebrated.

Overview:

IPS Corporation is seeking a Desktop Support Engineer who will be responsible for onsite and remote IT support. As part of the IT Shared Services team, the Engineer will support end users with problem determination, problem/incident recording, resolution and escalation for supported products and services. These products and services include networks, client/server systems, PC and laptops, desktop application software, peripheral devices, mobile phones, and other IT hardware and software.

Job Responsibilities:

Provide first level contact and problem resolution for all users with hardware, software, and applications problems. Resolve user-reported problems using available tools and following procedures and policies for the handling of support cases.
Courteously obtain and convey concise problem information for external and internal users. Provide accurate and timely logging of problems and resolution of problems in the IPS Service Desk tool (Zendesk) based on Service Level Agreement (SLA).
Act as a liaison between customers and the IT team to ensure accurate problem interpretation. Maintain communications with users during the problem resolution process.
Escalate problems to IT leadership as appropriate.
Install, modify, and repair computer hardware and software with superior customer service
Maintain an in-depth knowledge of supported products and services.
Train computer users as requested.
Review and update desktop support documentation as assigned and recommend improvements to procedures

Qualifications:

3-5 years IT support/help desk experience; professional certification (e.g. Microsoft Certified Systems Administrator (MCSA)) preferred
BSc/Ba in Information Technology, Computer Science or a related discipline is a plus
Previous Experience with the support and installation of;
Microsoft Windows 7, 10, 11
Microsoft M365/Office 365, Exchange Online Administration, Active Directory
Cloud PBX such as RingCentral phone system
FTP, SMTP, VPN, Switches and Routers
Experience in help desk and user support onsite and remotely across multiple sites with demonstrated ability to effectively communicate by phone, in person and in writing
Experience working in a 24x7 Manufacturing environment is a plus
Knowledge in backup and disaster recovery procedures and policies
Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
Demonstrated analytical and troubleshooting skills.
Shows initiative and acts independently to resolve problems.