IT Support Specialist

1 month ago


Sunderland, Sunderland, United Kingdom Atlas Copco UK Holdings Ltd Full time

Atlas Copco UK Holdings Ltd is seeking a skilled IT Support Specialist to join their team. As an IT Support Specialist, 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:
  • 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.
  • Support end-users in various IT areas, including MS Office/O365, MS Teams, ERP systems, PC support, LAN/WAN, video/web conferencing, etc.
  • 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.
  • 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.
  • 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.
  • Experience in supporting server hardware, including hypervisors, standalone servers, and SANs, with Dell hardware experience preferred.
  • 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.
  • 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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