IT Engineer - 1st Line

TO APPLY FOR THIS ROLE PLEASE APPLY VIA:

https://irecruit.efl.com/vacancies/1180/it-engineer--1st-line.html

ANY APPLICATIONS THROUGH INDEED WILL NOT BE CONSIDERED

JOB OVERVIEW

The IT Engineer – 1st Line will be responsible for the management of all cases by serving as the first point of contact for IT support within the EFL & EFL in the Community (EFLitC). They will answer and deal with day-to-day queries, escalating to the IT Service Delivery Manager/MSP for help & advice when required.

The role involves supporting and maintaining Microsoft 365 Solutions, troubleshooting, diagnosing and solving hardware & software problems on laptops and mobiles as well as our virtual desktop solution. They will also be expected to set up and configure hardware, resolve printer/scanner issues, and identify network connectivity issues.

KEY RESPONSIBILITIES

The successful candidate will be expected to take responsibility for all 1st line IT support with EFL and EFLitC.

DAY TO DAY SUPPORT

• Provide 1st line technical support to all staff in the first instance by phone, Teams, email or in-person.
• Ensure that all users' IT needs and expectations are met and understood.
• Respond to enquiries from staff and help them resolve any hardware or software problems.
• Log all calls on the ITSM system and manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps, keeping the relevant parties regularly updated with changes made, next steps and the next time an update will be provided.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and SLAs.
• Achieve all assigned tasks on or before the agreed resolution date/time.
• Operational maintenance and support services, including repairing broken desktops, laptops and equipment.
• Produce follow-up actions and escalate as necessary within the business or to MSP for external technical support where problems cannot be resolved in-house.

IT SYSTEMS MANAGEMENT

• Creating new user accounts, closing ex-employee accounts, resetting passwords, managing security/distribution groups, managing file & folder permissions, creating shared mailboxes and managing shared mailbox permissions.
• Order, set up and configure IT equipment as and when required by EFL and EFLitC employees and new starters.
• Ensure all Teams Room equipment in meeting rooms is always fully functioning.
• Using and troubleshooting Office365 applications.
• Keep all EFL and EFLitC devices compliant in EFL’s MDM platform.
• Take ownership of user problems and be proactive when dealing with user issues.
• Monitor EFL IT estate and upgrade devices when required.
• Assist the IT Service Delivery Manager and Head of Business Operations with IT and Infrastructure projects and upgrades.
• Management of IT assets.
• Maintain records of mobile estate and set up mobiles on Intune MDM platform.

INDIVIDUAL CRITERIA

The successful candidate will be able to demonstrate the following knowledge, skills and attributes that apply to the role:

KNOWLEDGE & UNDERSTANDING

• Knowledge and understanding of networking (LAN/WAN; DHCP; DNS).
• Knowledge of Windows 11 Desktop Support.
• Understanding of firewall products/security.
• Knowledge of Microsoft Intune; Defender.
• Working knowledge of Apple macOS.
• Knowledge of PowerShell/MS Graph.
• Knowledge of office culture and best practice in supporting employees and colleagues.

TECHNICAL SKILLS

• Competency in managing Microsoft server technologies (use of Azure Virtual Desktop is advantageous).
• Competency in Office 365 and associated applications.
• Demonstrable examples of training and supporting others.
• Proven understanding of disaster recovery.
• Competency in an IT support environment and involvement in technical aspects of support.
• Skill in troubleshooting Microsoft Office.

ATTRIBUTES

• Ability to create, manage and maintain excellent working relationships with internal and external stakeholders including the management of third-party vendors.
• Ability to demonstrate effective control and management of a number of cases at one time.
• Ability to support multiple sites including home-based users.
• Excellent communication skills both verbal and written and an ability to communicate with users at all levels in a professional manner.
• An ability to contribute to promoting equality and diversity as part of the culture of the organisation.
• Lead by example by contributing to promoting the principles of the EFL and the values of EFLitC.

If you are passionate about technology and eager to contribute to a forward-thinking organisation, we encourage you to apply for this exciting opportunity as an IT Engineer.

Job Types: Full-time, Permanent

Pay: £23,800.00-£24,000.00 per year

Benefits:

• Company pension
• Free parking
• Gym membership
• On-site gym
• On-site parking
• Paid volunteer time
• Private medical insurance

Schedule:

• Monday to Friday
• No weekends

Work Location: In person

Application deadline: 18/11/2024