We currently have an exciting opportunity for an IT Support Engineer to join our successful IT department, based at our European Head Office in Erdington, Birmingham. The IT Support Engineer will work in a small team reporting to the IT Service Delivery Manager.
The primary purpose of the role will be supporting Head Office users and remote users across Europe with their IT systems. This includes their laptops, desktops, software and mobile devices.
Main responsibilities as follows:
Ensuring calls are logged, processed and resolved accurately, in line with our Service Level Agreements and procedures.
Providing first and second line technical support for Windows, Apple, IBM Notes email, Microsoft office and in-house applications to all end users.
Installing, configuring and maintaining Laptops and Desktops. This includes any required software or hardware including printers, docking stations and displays.
Configuration and support of mobile devices including iOS and Android.
Administration of access control requests following company policy and procedures. Providing evidence of requests to external auditors.
Supporting the Local Area Network and Wide Area Network across the global network infrastructure.
Support to New Stores Opening team to help manage installation for new store implementations. This would include configuring and assisting in router and till installations for stores.
Participate in European/Global IT projects as requested.
Creating and updating IT procedures and documentation.
Provide IT training where necessary on software packages, remote access, network resources and telephone/mobile usage.
Working in a multi functional team environment – ideally in Retail
Building Desktop/Laptop/Tills via imaging systems
Working with Support Desk incident systems & processes
Familiar with remote application support ie, Citrix, RSA Tokens and SSL VPN
Installing & supporting hardware & software systems
PCI, SOX compliance and IT security
Educated to degree level or equivalent in an IT related subject OR
Hold the equivalent Job experience in a similar IT role.
Microsoft or Cisco certificates would be desirable, but not essential
Active Directory support & Administration
Microsoft Windows (all versions) and Microsoft Office (all versions)
Networking support of switches, routers and firewalls
Android/IOS & Windows Phone
Skills / Abilities:
Planning and organizational skills
Able to communicate (both verbally & written) effectively with people of all job levels and personalities.
Strong problem solving & analytical skills.
Ability to work both independently, or as part of a team