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Job description

Job Purpose

Individuals within the Endpoint Support role are primarily responsible for operational support of endpoint devices used within the organisation. In order to provide optimum services and solutions, these individuals partner with IT Systems Development teams to understand user needs, resolve problems, and support existing technical solutions. These individuals provide initial setups and support of endpoint devices. They troubleshoot IT-related problems and provide input/recommendations for endpoint hardware and software technologies. Endpoint Support staff members support all policies, procedures, and standards for delivery and implementation. They may also perform a wide host of general management and administrative responsibilities.

You will challenge the “norm” and propose/present alternate faster, resilient, more efficient solutions. Keeping up to date in emerging technologies and concepts, encouraging adoption from the community where appropriate.

This role is to provide lead support in the gathering of business requirements and developing the scope, solution design and definition, writing specifications, , development and configuration, implementation and training plans. This will includeEnsuring and driving delivery is a crucial element including but not limited to ensuring timely completion of documentation, aiding and assisting in both business and technical workshops, managing change and finally with handover for day-to-day support of the Logistics and Operations systems, as used by MWIAH UK companies and brands.

Main Responsibilities

Business/Technical Requirements

• Works with IT Systems Development team and customers (internal, external, and vendors) to understand user’s Endpoint Support requirements.

• Provides feedback regarding requirements and provides recommendations

Project/Task Planning

• Participates or may lead short-term Endpoint Support project/task planning efforts with team members, customers and other IT groups.

• Provides input to cost/time estimates.

• Documents discussion and agreements.

Deployment

• Coordinates the deployment of new or upgraded images, software and hardware for multiple endpoints.

• Plans and schedules the installation and deployment projects. Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co[1]workers and vendor partners.

• Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Submits or updates configuration items within management tools.

• Develops and documents procedures for performing configuration changes, updates and upgrades.

• Coordinates application-level vulnerability remediations

Testing

• May participate in the unit testing for new deployments or new components and remediates problems.

• Provides feedback or remediation approaches on new software performance and testing

Technical Support

• Performs Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed.

• Researches, analyses and recommends the implementation of software or hardware changes to rectify any problems.

• Creates temporary solutions until permanent solutions can be implemented.

• Coordinates the resolution of escalated application, hardware and software problems.

• Ensures that all technical resources are available for meetings that include video conferencing.

• Documents and reviews solutions to common problems and responses for frequently asked questions

• Participate and contribute to business continuity and disaster recovery planning including tabletop and real time exercises

Research/Evaluation

• May participate in R&D POC efforts.

• May provide recommendations per customer feedback.

Policies, Procedures, and Standards

• Adheres to policies, procedures and standards.

• Makes suggestions for policies and procedural enhancement/standards for Endpoint operational processes.

Training

• May provide on-the-spot training to end users.

• Identifies end-user training needs.

• Participate in the development of training materials, as needed

Coaching/Mentoring

• Provides coaching and guidance to team members

Functional Competencies

• Demonstrated understanding of how complex integrated systems interact to impact business results

• Able to work with integration team to deliver customer and internal systems data integration needs to satisfy the business processes.

• Experience in warehouse operations preferred

• Working experience of the SAP application (ECC6) minimum of a super user/Trainer or support role

• Experience of logistics including own and 3rd party transport scheduling of deliveries, tracking, and integrated systems

• Commercially aware with the ability to influence at all levels

• Able to work to priorities

• Good problem resolution skills

• Work in a structured and analytical manner

•Ability to communicate complex technical issues to a non-technical audience

• Able to work as part of a team or on own initiative

• Able to interact with 3rd parties to deliver projects and or changes

• Demonstrated ability to plan and manage projects – in line with PMO

• Ability to work independently with minimal direct supervision

• Ability to plan and conduct effective meetings

• Working knowledge of MWIAH UK business processes preferred

• Willing to travel at the needs of the business given reasonable notice.

In addition, the following soft skills are crucial for this role:

• Communications for results – you will need extremely strong verbal and written communication skills

• Persuasion – to convince a wide range of people to accept your findings and proposals for resolution

• Confidence – to be able to lead and motivate an organisation in making significant changes

• Information seeking and Problem Solving – to extract the detail of the issue/incident and also extract and document the resolution from individuals, Knowledge basis and call logging applications

• An eye for detail – to identify, review propose and deliver a robust solution be it short or long term to prevent reoccurring issues

• The ability to work under pressure – Manage and prioritise a back log of Incidents, Issues, problems, and changes alone and also as part of a larger team

• The ability to multitask – you will be working on multiple incidents or issues at once

Job Type: Full-time

Salary: £35,000.00-£41,000.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• On-site parking
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Castle Cary: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 2 years (preferred)

Work Location: Hybrid remote in Castle Cary

Reference ID: R239713