IT Support Engineer

2 weeks ago

Sunderland, United Kingdom Atlas Copco UK Holdings Ltd Full time

Join Atlas Copco as an IT Support Engineer where you will play a crucial role in providing comprehensive IT support to end-users, ensuring the optimal functioning of information systems, and contributing to the efficiency and productivity of the organization. You will manage desk-side support, business unit-specific support, and collaborate with the IT Manager to uphold IT operations and standards. Your skills in problem-solving, communication, and technical expertise will contribute to the success of Atlas Copco IT initiatives and end-user satisfaction. You will report to the IT Manager UK & IRL.
Your role:
* Deliver desk-side support to end-users, addressing tasks that require on-site attention or specialized technical knowledge.
* Provide business unit-specific support, particularly for production and customer centres, ensuring seamless IT operations to support key business functions.
* Collaborate with the IT Manager to manage the IT platform, maintaining information systems' optimal performance.
* Handle incoming incidents and service requests from the Service Desk promptly and accurately.
* Take proactive measures to prevent incidents from breaching service level agreements.
* Support end-users in various IT areas, including MS Office/O365, MS Teams, ERP systems, PC support, LAN/WAN, video/web conferencing, etc.
* Manage mobile devices and tablets (Intune), including hardware provisioning and management.
* Assist the specialist teams with End-user computing, server, network, and telephony infrastructure support.
* Offer guidance to customers and users on IT requirements and best practices.
* Conduct end-user training sessions and IT workshops.
* Contribute to continuous improvement by implementing standards to enhance efficiency.
* Participate in assigned projects and manage them effectively.
* Represent Atlas Copco IT on-site as the primary point of contact for IT-related customer needs.
* Maintain the Asset Management database in ServiceNow.
* Update documentation regarding internal IT procedures, following Atlas Copco standards.
* Manage vendor relationships in the IT area.
* Escalate incidents to the IT Manager and Regional End-User Support teams as appropriate.
* Generate reports and statistics related to IT KPI fulfilment.
* Engage in end-user IT training activities.
What we expect of you:
- Proficiency in troubleshooting PCs and laptops, preferably with Dell experience.
- Experience in mobile devices and tablet management/support, particularly with Intune (MDM).
- Familiarity with ServiceNow helpdesk software.
- Proficiency in Microsoft Office O365.
- Knowledge of PC management software (remote software installation, remote PC support, OS imaging, etc.), with SCCM experience as a bonus.
- Good understanding of Windows Server OS (Versions 2016 – 2019), with Azure experience being advantageous.
- Solid networking knowledge, including LAN/WAN, TCP/IP, VPN, and Cisco hardware familiarity.
- Proficient understanding of VMware vSphere Environments (ESX 6.x).
- Experience in supporting server hardware, including hypervisors, standalone servers, and SANs, with Dell hardware experience preferred.
- Effective communication skills, particularly when interacting with non-technical end-users.
- You have unrestricted right to work in the UK.
- We are looking for a customer-centric, down-to-earth and dynamic person, a result-driven, radiant personality who leads by example. If you can rely on a keen, strategic mind and you enjoy building bridges and connections globally, we would love to hear from you. Please apply today and join our team
Knowledge / Educational Requirements:
- University degree or equivalent competence gained through experience.
- Fluency in English (oral and written) is essential, with proficiency in other languages as a plus.
- ITIL Certified; experience with IT best practices and ITIL principles, ITIL certification desirable.
What you can expect of us:
- We offer a diverse working environment that is collaborative and aims to create a workplace where you will be valued, proud, empowered, respected, developed and rewarded.
- Training from day one, with at least 40 hours of training offered per year.
- An excellent benefits package – including a desirable pension scheme.
- A satisfying career – we are passionate about the development & progression of our employees and have high targets and objectives regarding equal opportunities and the promotion of females within our business

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