Support Engineer Birmingham, England
Job description
Euro Packaging have an opportunity for an experienced IT Support Engineer to join the team in our Birmingham Office.
Provide support services, as part of a team of experienced engineers, to assist with the company's progression. You will be investigating a range of technical issues across all areas of the business, providing fixes, escalating where necessary and assisting the support and infrastructure teams with their investigations.
The key focus will be on the support of services in our head offices in Birmingham. The post holder will be required to attend our key office in Birmingham and be willing to travel to other sites where required. The role comprises of support and project work and is very much a hands on role.
The role is offered on a full-time permanent basis hours between Monday – Friday 09:00am – 17:30pm.
Key accountabilities:
- Responsible for troubleshooting and resolving incidents, major incidents, problems and service requests and providing regular updates to the end user
- Identify root cause analysis of major incidents and problem records and contribute to the implementation of remedies and preventative measures
- To be the first point of contact for issues relating to IT
- Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the Senior Infrastructure Lead
- To work closely with the Senior Infrastructure Lead and IT Manager, defining and Service Improvement Plans
- Deputise for the Senior Infrastructure Lead, when required, in relation to day to day management of incidents and requests, making sure resources are focused on the highest priority tasks.
- Liaise with the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
- Take the lead role managing and remediating Cyber and Infrastructure P1 incidents
- Configure and maintain user permissions on file servers
- Responsible for creating and building the knowledge base and sharing knowledge across the service desk
- Identify, recommend and amend inefficient work tasks and processes to improve efficiency
- Responsible for installing applications
- Administration management of Active Directory and Office 365/Azure AD
- Providing printer support, both hardware and software
- Carrying out device configuration for laptops/mobiles/Ipads
- Change and configuration of Handheld devices specific to the warehouse operations.
- Supporting the connectivity and hardware in remote sites
- Remote site diagnostics
- Management of windows server
- Support Windows Server environments
- Support of VMware
- Support of Avaya Cloud Office Systems
- Support Wifi routers and Switches (Unify)
In addition:
- Attends meetings and team events as required
- Participates in an annual performance review program
- Work within the provisions of the Data Protection Act, observing strict confidentiality in relation to all aspects of work undertaken
- Demonstrate willingness to learn and develop personal skills and capability through on-going training as provided internally by the company or externally subject to Company approval and as agreed with your Line Manager
Technical skills:
- Windows server experience (essential)
- Active Directory (essential)
- Microsoft 365/Azure experience (essential)
- Understanding of virtualization (essential)
- Solid understanding of Lan/Wan technologies (essential)
- Working knowledge of ConnectWise Manage & Automate (preferred)
- Knowledge of MDM (preferred)
- Networking experience (preferred)
- VOIP/Telephony solutions including Avaya Cloud (preferred)
- SQL knowledge (preferred)
Experience and Skills:
- Between 3 to 5 years’ 3rd line role experience within a technical support desk or MSP (essential)
- Holds a professional qualification (Microsoft Stack, Azure, MCSA, CCNA etc) or an IT Degree or working towards one (essential)
- Strong knowledge of Microsoft products desktop and server platforms (essential)
- Strong understanding of IT infrastructure and technical diagnostic skills (essential)
- Strong customer service skills (essential)
- A broad technical knowledge of PC’s/peripherals and their architecture (preferred)
- Strong working knowledge of current software packages and operating system (preferred)
- Must have strong attention to detail, the ability to follow processes and procedures and take ownership of tasks or issues
- Excellent communication, organisational and interpersonal skills
- Ability/willingness to learn, prioritise workload and meet tight deadlines
- Ability to work on own initiative, tackle tasks proactively, address and resolve problems and able to follow a methodical approach to service issues
- Ability to diagnose faults in the hardware/software/operating systems used
- Contributes to, supports and works within the team
- Ability to work well with challenging customers and under pressure
- Driving License (essential)
The post holder will be expected to travel to other office locations in the UK when required although this is minimal.
The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.
Job Types: Full-time, Permanent
Salary: From £30,000.00 per year
Schedule:
- Monday to Friday
Work Location: In person
About Euro Packaging
Revenue: $100 to $500 million (USD)
Size: 201 to 500 Employees
Type: Company - Private
Website: www.europackaging.co.uk
Year Founded: 1974
