IT Specialist

Location: Redditch, GB, B98 0DS- Req ID: 7007**IT Field Service Technician 1st & 2nd Line Support.**

**Location**:Redditch (office based) with remote support expected for the user base of around 900 heads UK and Ireland wide

**Hours**:9am to 4.30pm Mon-Fri.

**Your role as a Field 1st & 2nd Line Support**
- You will look after software & hardware troubleshooting, ticket coordinating/ ticket triaging & ticket assignment, walk ups & basic active directory management.
- You will work in a predominantly Windows environment.
- Responsible for all 1st & 2nd line desk side support, EUC and IT Infrastructure ticket, service request and incident management.
- Management solutions, and Mobile Device Management systems and IT hardware (including desktops, laptops, tablets and mobile phones).
- Lead on ticket receipt, triage (including categorisation, prioritisation, and initial diagnostics), investigation and resolution within SLA, where possible.
- Escalation of incidents and tickets that are at risk of breaching SLA to line managers and to 3rd line support, when the Analyst cannot resolve.
- Responsible for End-to-End ticket management and ensuring excellent communications with all end users, keeping them informed about the incident and ticket status at agreed intervals.
- Basic network competency to be able to patch cables, check connectivity, routing, assist with troubleshooting etc.
- Expectancy to be able to rack and stack networking equipment and servers in racks as well as work with the relevant towers under guidance when troubleshooting and working on upgrades.

**Ideally to be successful as a 1st & 2nd Line Field Service Technician**
- Experience working on O365.
- Experience with Active Directory Users and Computers
- Experience using ServiceNow.
- Experience with PXEBoot/imaging and windows desktop configuration.
- Excellent communication at all levels, both written and verbal.
- Self-motivated, driven and able to work with minimum guidance.
- Organised, punctual and adaptable, with the ability to multi-task and follow Procedures successfully.

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency.