IT Field Support Engineer

**Job Introduction**

The IT field support Engineer is responsible for supporting all members of the Inchcape business community with problems relating to their use of IT.

This is a field-based role so you will be required to travel to one of our retail centres/office each day. You will be responsible for carrying out a wide range of duties whilst onsite as well as remote support where required. You will be supporting a rangeof users from vehicle technicians all the way up to board level staff. This is a varied role covering 1st, 2nd, and 3rd line support. A full UK driving licence will be required to accommodate daily travel to our retail centres around the UK.

Core Support hours are between 08:00 - 18:00 Mon-Fri (9 hour working day/45 hours per week).

Flexibility in working hours is required to support the varying needs of the business. This will occasionally result in overnight stays, out of hours works and/or weekends for which reasonable notice would be provided.

A company car is provided with the role

**Main Responsibilities**
- Manage incidents and requests in the Service management system, from creation through to resolution; making sure to include detailed updates and notes.
- Developing and maintaining strong working relationships with the 1st Line support, Technical Resolution (2nd line support), Infrastructure (3rd line support) and 3rd party support teams. As well as all key internal stakeholders and customers within thebusiness.
- Provide onsite support for all Inchcape staff, including but not limited to:

- Device builds, repairs, configuration, and installation (PC, laptop and mobile)
- General desktop support
- Workshop diagnostic systems
- Networking and infrastructure
- Video conferencing
- Showroom display equipment
- Desk moves
- Printer support
- Provide project support/resource to our Project management team, including but not limited to:

- Retail centre openings, closures, and relocations
- Site maintenance (e.g., comms room maintenance)

**Must have previous experience in the following**:

- Windows 10
- Good understanding of network fundamentals
- Supporting Desktop / Laptops (Servers & Macs would also be advantageous)
- Mobile device support (iPads / iPhones / Android phones)
- O365 with a good understanding of Teams, Outlook & meeting room bookings
- Imaging/building/repairing of laptops, desktops, and mobile devices
- Installing/configuring/managing printers
- Confident with audio visual set ups
- Good understanding of GDPR and IT security best practises.

**Desirable experience/knowledge**:

- Hands on IT support in the automotive industry
- Windows 11
- Familiarity with any of the following:

- Meraki Dashboard/switches and APs
- Netskope
- SentinelOne
- WorkspaceOne (MDM)
- 8x8 Unified Communications
- Manage Engine Service Desk Plus/Desktop Central

**Person Specification**
- Not only technically experienced but also understand that the customer experience is key to providing high quality service.
- Excellent communication skills
- Professional appearance and tone
- Approachable, personable, and confident communicating with all levels staff
- Self-motivated team player - maintaining a good working relationship with the Service Delivery team whilst working independently in the field.
- Patience and ability to remain calm under pressure, whilst always demonstrating initiative
- Flexible approach to provide cover when required and participate in project initiatives.
- Willingness to learn and share new knowledge and experiences with the wider team.

**About The Company**

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staffto ensure you and your car receive the best possible attention.

**OUR VISION**: To be the world’s most trusted automotive Distributor.

**Inchcape is ambitious** We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that **Inchcape is for Everyone**. So if you’re excited about this role and you share our values to **deliver great experiences through fresh thinking and working better together**, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch