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IT Support Specialist

2 months ago

Sunderland, United Kingdom Atlas Copco UK Holdings Ltd Full time
IT Support Engineer Job Description

Atlas Copco UK Holdings Ltd is seeking a skilled IT Support Engineer to join our team. As an IT Support Engineer, 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.

Key Responsibilities:
  • 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.
Requirements:
  • 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.
What We Offer:
  • 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.