Technical Support Engineer

2 weeks ago

United Kingdom Colliers Full time

Colliers is a leading commercial real estate services company, providing a full range of services to real estate occupiers, developers, and investors on a local, national, and international basis. Services include brokerage sales and leasing (landlord and tenant representation), real estate management, valuation, consulting, project management, project marketing and research. We provide our services across the core sectors (office, industrial, retail and hotel) as well as many specialised property types.
The UK business is headquartered in London, with over 1200 specialists throughout 16 offices across the UK and Ireland.
Job Description
This is a key role within the IT Support function that will provide a professional on-site Second Line Deskside IT support service for the UK and Ireland offices.
Responsibilities will include support of Microsoft desktop technologies, basic hardware troubleshooting, meeting room and computer room management, network patching and application support for core applications. To action incidents and requests escalated from first line support, in support of Colliers business requirements and to agreed support hours Monday to Friday.
This should be in line with internal incident, change, configuration, and project management processes to agreed Service Level Targets. The role is based in the Manchester office and provides onsite support to all UK and Ireland offices. Travel to other Colliers offices as necessary in line with business requirements including bi-weekly visits to the Leeds office. All activity is logged and managed through the Service Management platform ServiceNow.
Job Description
Provide support for all incidents and service requests for all IT systems/services
Providing support in person, over the phone and using MS Teams
Ensure that incidents and requests are resolved in a timely manner in line with Service Level Agreements (SLA)
Escalate issues to 3rd line support as required, either to EMEA 3rd line or external service providers ensuring they are driven to meet service level targets and communicate the status via regular updates to the incident ticket and where necessary to Incident Management
End to end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution
Follow the escalation process to ensure a consistent and professional IT support service is offered
Manage all user administration tasks such as joiners, leavers and changes
Attend and Deliver Tech Expert events as and when requested
Provide proactive onsite training i.e. technology events, tips of the week etc.
Provide support for client meetings and AV setup
General Operations Management
Support of Desktop PC’s, Laptops and local hardware devices
Management/Support of remote working
iPhone, iPad, Windows and Android Phone support
Manage onsite Server Room in line with IT Processes and tickets from EMEA Infrastructure team
Hardware Procurement
Change and Configuration Management
Follow the change management process to ensure changes to the Desktop infrastructure follows the agreed process and do not cause unplanned outages.
Work on assigned tasks associated with the Change process
To manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.
Project Management
Involved in project management process from inception through to transition to "business as usual" as the point of contact for Service Delivery team, as directed by line manager
Participate as a project resource as and when required to provide Desktop support and where required deliver the solution within agreed timescales
Ensure participation in project activity is approved.
Qualifications
Qualifications and experience
ServiceNOW
Microsoft Office 365
Microsoft Teams
Microsoft Teams Telephony
Microsoft Windows 8/Windows 10/Windows 11
Microsoft Active Directory administration
Exchange administration
Knowledge of ADSL and Wi-Fi technologies
Knowledge of Apple and Android Mobile devices
Knowledge of networking concepts
Knowledge of all core applications including but not limited to:
Citrix
Printing
Email archiving solutions
SCCM
Knowledge of remote working solutions such as Broadband, 3G\4G and VPN's (virtual private network)
Knowledge of building PC's and troubleshooting support issues
Soft Skills:
Analytical problem-solving skills to follow an incident or problem through to resolution
Experience of working in an ITIL environment preferred but not essential
Use initiative with a positive and can-do attitude
Identify business impacting incidents and escalate according via the escalation process
Ability to communicate effectively with a confident telephone manner
Excellent attention to detail and in all written communication
Tactful and diplomatic when dealing with pressurised situations
Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines
Ability to work effectively alone and within your team/group or project, under the appropriate supervision
Maintain good working relationships with all members of IT
Flexible approach to role including travel where required
Highly motivated, willing to continually update knowledge and skill set
Ability to liaise and communicate with all levels within IT and across the business
#J-18808-Ljbffr

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